AT&T System 85 User Manual

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AT&T

555-104-730

Issue 1

June 1989

DEFINITY

Communications

System Generic 2

and System 85

Attendant Console User’s Guide

Notice

Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Remote Access Feature Security Considerations

AT&T has designed the Remote Access Feature incorporated in this produce that, when properly administered by the customer, will enable the customer to minimize the ability of unauthorized persons to gain access to the network. It is the customer’s responsibility to take the appropriate steps to properly implement the features, evaluate and administer the various restriction levels, protect access codes, and distribute them only to individuals who have been advised of the sensitive nature of the access information. handling of access codes.

In rare instances, unauthorized individuals make connections to the telecommunications network through use of remote access features. cannot be responsible for such changes, and will not make any allowance or give any credit for charges that result from unauthorized access.

In such event, applicable tariffs require that the customer pay all network charges for traffic. AT&T

Each authorized user should be instructed concerning the proper use and

FCC Warning

This equipment generates, uses, and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual, may cause interference to radio communications. the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection against such interference when operated in a commercial environment.

Operation of this equipment in a residential area is likely to cause interference, in which case the expense will be required to take whatever measures may be required to correct the interference.

It has been tested and found to comply with

user at his/her own

Trademarks

DEFINITY is a trademark of AT&T. In this document, DEFINITY Communications System abbreviated to DEFINITY Generic 2 or Generic 2. Other trademarked terms may They are marked on first usage.

appear in this document as well.

Generic 2 is often

Ordering Information

The ordering number for this document is 555-104-730. To order this document, Center at 1-800-432-6600 (in Canada, 1-800-255-1242). For more information about AT&T documents, refer to the Business Communications Systems Publications Catalog (555-000-010).

call AT&T Customer Information

Comments

To comment on this document, return the enclosed comment card or call the AT&T Documentation Management

Organization hotline at 1-800-334-0404 (in North Carolina, 919-727-3167).

Prepared by The AT&T Documentation Management Organization Winston-Salem, North Carolina

Contents

CHAPTER 1.

General

Use of This

Organization of This Guide

INTRODUCTION

Guide

CHAPTER 2. DESCRIPTION

Terms You Need To Know Tones Attendant Attendant

Console Console Functional Areas

CHAPTER 3. FACTORY-PROVIDED SPECIAL FEATURES CHAPTER 4. OPERATING PROCEDURES

Incoming Calls Outgoing Calls Attendant-Originated Calls

Operation of Features

1-1 1-1 1-1 1-1

2-1

2-1 2-1 2-2 2-6

3-1 4-1

4-1 4-14 4-17

4-22

Centralized Attendant Service (CAS) System Status Indicators at the Main Location System Status Indicators (SSI) at the Branch Locations Power Failure

CHAPTER 5. REFERENCE CONSOLE

Legend

ILLUSTRATION AND LEGEND

CHAPTER 6. LIST OF DIAL CODES . CHAPTER 7. REFERENCES

4-73 4-75 4-85 4-87

5-1 5-2

6-1 7-1

-i-

CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS

Simple Failures Testing Alarms

Maintenance Features

System Parameters

8-1 8-1 8-1 8-6

8-7 8-11

CHAPTER 9. GLOSSARY

CHAPTER 10. INDEX

Figure 2-1. Figure 2-2.

Figure 2-3. Figure 2-4. Figure 2-5. Figure 2-6. Figure 4-1. Figure 4-2. Figure 4-3.

Basic Console Direct Extension Selection (DXS) With Busy Lamp Field (BLF)

Console Trunk Group Select Area Touch-Tone Dialing and Loop Button and Lamp Area Attendant Control Area

Direct Extension Selection (DXS) With Busy Lamp Field (BLF) System Status Indicators Used at a Main Location Backup Telephone/Voice Terminal With Handset/Headset System Status Indicators Used at a Branch Location

Figures

9-1 10-1

2-4

2-5 2-7 2-9 2-11 2-14 4-76 4-78 4-86

-ii-

CHAPTER 1. INTRODUCTION

General

This guide on the operation of DEFINITY™ Communications System Generic 2 and System

85 consoles equipped with Direct Extension Selection (DXS) and Busy Lamp Field (BLF). is intended for use by console attendants who have completed training.

Use of This Guide

To make the best use of organization. The operating

step-by-step, and to tell you

This guide will answer most more information than this guide contains, ask your System Manager for help.

this guide, you must become familiar with its contents and procedures are written to “walk you through” each procedure, what the various system responses are.

of the questions on the use of the console. If you should need

Organization of This Guide

The rest of this guide is divided into nine chapters:

◆ DESCRIPTION — This chapter defines certain terms associated with the console,

and describes the tones that you will hear while operating the console. For easy reference, the terms and tones are listed alphabetically. This chapter also describes and illustrates both the basic console and the DXS/BLF console.

◆

FACTORY-PROVIDED SPECIAL FEATURES factory-provided special features.

◆

OPERATING PROCEDURES using the console. Instructions are provided for the DXS/BLF console only. No instructions are provided for the basic console. The instructions for the most common procedures, such as handling incoming or outgoing calls, or handling calls you originate at the console, are located in the front of this chapter. The procedures for using specific features of the system follow and are arranged alphabetically by feature name. The last part of the chapter gives instructions for Centralized Attendant Service (CAS). (The Table of Contents gives the exact location for each set of instructions.)

— This chapter contains step-by-step instructions for

— This chapter provides information on

REFERENCE CONSOLE ILLUSTRATION AND LEGEND — This detailed illustration

◆

and accompanying legend identify the attendant console.

1-1

CHAPTER 1. INTRODUCTION

◆

LIST OF DIAL CODES

◆

REFERENCES

◆

TROUBLESHOOTING PROCEDURES isolating, diagnosing, and correcting console troubles before calling for outside help. It is intended for voice terminal and console users, and the System Manager. In general, the troubles covered are simple and limited to small equipment areas. Understanding the information in this chapter requires no specialized maintenance knowledge beyond what a System Manager is expected to have. Most of the procedures can be done at the users station. . The troubles that cause alarms are beyond the scope of this chapter. maintenance technicians at remote locations or on site. The information in this chapter is divided into the following parts:

— This chapter provides instructions for

Alarm troubles are the responsibility of trained

Simple failures—

2. Testing—How to test lamps and ringing

3. Alarms—How to interpret alarm lamps

4. Maintenance features—How to troubleshoot using special features

System parameters— System Management Terminal (SMT) (System 85) or the DEFINITY

Manager™ II (Generic 2).

◆ GLOSSARY

◆ INDEX.

How to troubleshoot simple voice terminal failures

How to monitor the system parameters using the

1-2

CHAPTER 2. DESCRIPTION

CHAPTER

2. DESCRIPTION

Terms You Need To Know

Certain terms used in this guide have meanings unique to DEFINITY Generic 2 and System 85 console operation.

Audible Ring— The ring you hear at the console when an incoming call has been connected to an idle loop and the call is waiting to be answered.

Extension Number— The number assigned to a voice terminal within the system. Feature— A specifically defined function or service provided by the system. Loop— An appearance button on the console.

answer or originate calls. A loop gets you “into the system.” Console— A voice terminal equipped with several appearance buttons for the same extension

number. This terminal allows the user to handle more than one call, on that extension number, at the same time.

Queue— An ordered sequence of calls waiting to be processed.

Trunk Group—

Telecommunications channels assigned as a group for certain functions.

For your convenience, these terms are defined here.

An idle loop button must be depressed to

Tones

You will hear the following tones when you are operating the console:

ATTENDANT RELEASE LOOP (ARL) TIMED-REMINDER TONE

A high-pitched tone, on for about 1/3 second and off for about 1 second—an ARL call has been held off the console for longer than the timed interval established for your system.

RINGBACK TONE

A low-pitched tone repeated 15 times a minute— signal you hear when the telephone you have dialed is ringing.

AUTOMATIC ROUTE SELECTION (ARS) WARNING TONE

A short burst of tone—the call is being completed on a toll trunk.

the electronic version of the conventional

2-1

CHAPTER 2. DESCRIPTION

BUSY TONE

A low-pitched tone repeated 60 times a minute

CALL WAITING TONE

An on-off, high-pitched tone—the number of incoming calls waiting equals or exceeds the limit set for the attendant console.

CONFIRMATION TONE

Three short bursts of tone—the action you took to activate or cancel a feature has been accepted by the system.

DIAL TONE

A continuous steady tone—you may begin dialing or may activate a feature.

INTERCEPT TONE

An alternating high and low tone—either a dialing error or a denial of the service requested.

RECALL DIAL TONE

Three short bursts of tone followed by dial tone accepted and you may begin dialing.

—the extension number you dialed is in use.

—the feature you requested has been

REORDER TONE

A fast busy tone repeated 120 times a minute—

TIMED REMINDER TONE

A high-pitched tone, on for about 1/3 second and off for about 1 second—a call has been on hold at the console for 30 seconds or an Attendant Release Loop (ARL) call has been held on the console for longer than a preestablished interval.

all trunks or other facilities are busy.

Attendant Console

The attendant console is an electronic device used to handle incoming and outgoing calls. You can also use the console to manage your communications network. Any one system can support up to 40 attendant consoles.

2-2

CHAPTER 2. DESCRIPTION

The attendant console is available in two models:

◆

Basic console

◆

Direct Extension Selection (DXS) With Busy Lamp Field (BLF) console.

The models are identical except for the DXS/BLF option.

Basic Console

The basic console (Figure 2-1) is designed for “switched loop” operation; that is, the calls are put in a queue and automatically switched to the first available idle loop. The basic console includes the following:

◆

Two handset/headset jacks—

Located on the right and left sides of the console. To move the handset cradle from one side to the other, unscrew the knurled knob, and move the cradle to the opposite side. When the handset or headset is disconnected, power is removed from the console, taking it out of service. If a continuous audible tone occurs when the handset or headset is connected, operate the TEST switch located in front of the console to turn off the tone.

◆

Touch-tone dial

◆

6 loop buttons and 30 BUSY, RING, and ANS

status lights (five for each loop)— HOLD, ATND (attendant),

(answer). The loop buttons are used to process or originate

calls.

◆

24 trunk group select

buttons (and indicator lights)—Customer-designated buttons

that provide direct trunk access by pressing a button.

◆

Test-reminder tone switch—Used to test console lights and to turn off audible signals.

◆

Volume control wheel—Adjusts the level of audible signals on the console.

◆

Receive level control wheel—Adjusts the volume in the earpiece as an aid for hearing-impaired attendants.

◆

Storage area—Contains a plastic card for you to write codes or other reference information that might be needed quickly.

You can complete calls to extension numbers on the basic console by pressing an idle loop button, pressing

[START] and dialing the extension number.

2-3

CHAPTER 2. DESCRIPTION

Figure 2-1. Basic Console

DXS/BLFConsole

The DXS/BLF console (Figure 2-2) is identical to the basic console except for the DXS/BLF option and the hundreds group select buttons.

You can complete calls to extension numbers on the DXS/BLF console by pressing the appropriate hundreds group select button, an idle loop button, and the desired DXS button.

2-4

CHAPTER 2. DESCRIPTION

Figure 2-2.

Direct Extension Selection (DXS) With Busy Lamp Field (BLF) Console

2-5

CHAPTER 2. DESCRIPTION

Attendant Console Functional Areas

Both console models have three identical functional areas:

◆ Trunk group select area

◆ Touch-tone dial and loop button and light area

◆ Attendant control area.

Trunk Group Select Area

This area (Figure 2-3) contains 24 trunk group buttons and associated lights. A trunk group may be assigned to each button. Twelve trunk group buttons have control, warning, and busy lights; the other 12 have only busy lights. These lights indicate the status of each trunk group assigned. The functions of the buttons and lights are as follows:

◆

Direct group select buttons—

Provide a way to directly select an outgoing trunk group

for an outgoing call. The buttons are labeled to indicate the assigned trunk group.

◆

BUSY lights—

◆ CONT (control) lights—

Indicate that all the trunks in a trunk group are busy.

Indicate that a feature has been activated to control a trunk

group. WARN (warning) lights—indicate that a preestablished number of trunks are busy in

◆

the associated trunk group.

2-6

CHAPTER 2. DESCRIPTION

Figure 2-3.

Trunk Group Select Area

2-7

CHAPTER 2. DESCRIPTION

Touch-Tone Dial and Loop Button and Lamp Area

This area (Figure 2-4) contains a touch-tone dial, 6 loop buttons, and 5 status lights associated with each of the loop buttons. The loop buttons are numbered 1 through 6 (from left to right). Incoming calls are switched to loop button number 1, if it is idle. Otherwise, calls are switched sequentially to loop button numbers 2 through 6.

Incoming calls, including calls in queue, are uniformly distributed to all of the active consoles.

The functions of the loop buttons and associated lights are as follows:

Loop button—

◆

HOLD light (when lighted steadily)—A call on the associated loop is on hold. When

◆

Processes or originates calls.

flashing, it reminds you that a call has been held for at least 30 seconds. ATND (attendant) light (when lighted steadily)—You are busy on the loop. When

◆

flashing, it indicates that an incoming call is on the loop waiting to be answered.

BUSY light (when on)—The called number is busy, or that you have placed a call to a

◆

busy extension with call waiting assigned. When flashing, it indicates that the caller

has been waiting for at least 30 seconds.

RING light (when on)—The called number is being rung. When flashing, it indicates a

◆

timed reminder on a call waiting call or an attendant recall. ANS (answer) light (when on)—A called party has answered or a trunk has been

◆

connected. When flashing, it indicates a recall from a 2-party connection.

The following four lights are not associated with specific loop buttons:

ALM (alarm) light (when on)—A trouble condition has been detected in the switch.

◆

ACK (acknowledge) light (when on)—A trouble condition exists and has been

◆

acknowledged by a maintenance center.

When flashing, it indicates a trouble

condition that has not been acknowledged. The attendant should report the trouble.

2-8

CHAPTER 2. DESCRIPTION

Figure 2-4.

Touch-Tone Dialing and Loop Button and Lamp Area

2-9

CHAPTER 2. DESCRIPTION

◆

CW (calls waiting) light (when on)—One or more calls are waiting to be switched to an idle loop on the console. When flashing, it indicates that the number of calls waiting equals or exceeds the established limit set for the console.

◆

PR (priority) light (when on)—A call from another attendant is waiting or an Automatic Circuit Assurance (ACA) referral call is waiting.

Attendant Control Area

This area (Figure 2-5) contains buttons, lights, and an 8-character alphanumeric display. The buttons are used to process calls and activate features. Each light indicates the status of its associated button.

Three of the buttons (START, ANSWER, and RELEASE) are always assigned as shown in Figure 2-5. The CANCL (cancel) and HOLD buttons are usually assigned to the two buttons without lights. The AD OFF, PBSY, CLASS, UNA, VERFY, CANCL, and TERM ID buttons are assigned to the locations shown in Figure 2-5. The remaining buttons and their locations are customer designated.

The alphanumeric display provides call identification and class-of-service (COS) information.

Buttons and Lamps

A description of the functions of the various buttons and the PA (position available) light follows:

◆

AD OFF (audible off)—Controls the console audible signal.

◆

PAGE ALL— Provides access to loudspeaker paging equipment in all zones.

◆

MCT EMERG— Activates the malicious call trace feature.

◆

MCT CONT— Traces a malicious call.

◆

UNA (unattended)—Places the console in the unattended console service mode. Calls are then routed to telephones/voice terminals designated for answering incoming calls.

◆

PBSY (position busy)—Places the console in a busy mode so incoming calls cannot be received. You can, however, originate calls.

◆

CLASS— Shows the COS of an incoming call (from an extension number) on the alphanumeric display.

2-10

CHAPTER 2. DESCRIPTION

Figure 2-5.

Attendant Control Area

2-11

CHAPTER 2. DESCRIPTION

TRK ID (trunk identification)—Identifies a specific trunk used on an incoming or

◆

outgoing call. Also used to identify a faulty trunk.

AFRL (alternate facilities restriction level)—Activates alternate FRL.

◆

PLAN— Displays or changes the plan for ARS.

◆

RLT (release link trunk)—Releases the Centralized Attendant Service (CAS) position

◆

from a RLT.

VERFY (verify)—Allows you to check a busy line. To safeguard their privacy,

◆

telephone/voice terminal users will hear a tone before you can check the line.

CANCL (cancel)—Releases a called extension number or trunk. Also, used to

◆

silence a tone or deactivate a feature.

◆

SPLIT— Temporarily separates a caller from the connection. SELCT— Selects the hundreds group (first two digits of an extension number) when

◆

extended DXS is used to call an extension user.

DISP— Displays the last selected hundreds group in the alphanumeric display when

◆

extended DXS is used to call an extension number.

◆

TERM ID (terminal identification)—Shows the called extension number on the alphanumeric display when a timed-reminder call is returned to the console. Used only when the attendant release loop feature is active.

◆

HOLD— Puts a call on hold.

◆

START— Obtains dial tone.

◆

ANSWER— Automatically connects an incoming call to the console.

◆

RELEASE— Releases the console from a call, readying it for the next call.

◆

PA (position available) light (when on)—The console is available for calls.

2-12

CHAPTER 2. DESCRIPTION

Alphanumeric Display

The alphanumeric display shows up to eight letters or numbers to identify the following types of calls or COS.

Incoming Call Identification (lCl)— Up to 63 different displays show the type of call, as

in the following examples:

◆

INC (Incoming)—incoming call from a trunk group.

◆

ATND (Attendant)-intercepted incoming call that has been routed to the console.

◆

RCL (Recall)—A recall by a system user.

◆

WATS (Wide Area Telecommunications Service)—Incoming call from a WATS trunk group.

◆

ACTG (Attendant Control of Trunk Group)—Incoming call intercepted by you because you have activated control of trunk groups.

◆

CONF (Conference)—A recall by a conferee active on a conference.

◆

TIME—incoming call that has exceeded a preestablished time limit. Your System Administrator can designate other letters or numbers, if desired, for this type of call.

Calling Number Display—Shows the extension number of the calling party.

COS Display—Shows the COS of the calling extension number. Some examples meanings are:

◆

NON-Unrestricted terminal.

◆

TOLL—Toll-restricted terminal.

◆

REST (Restricted)—Outward-restricted terminal.

◆

FULL— Fully restricted terminal.

◆

1 - 63—Number displayed denotes COS. Consult records to determine

privileges.

CAS Display—Displays up to 40 branch location codes. The customer selects

codes.

and

users

these

Direct Extension Selection (DXS) With Busy Lamp Field (BLF)

This area (Figure 2-6) contains the hundreds group select buttons, the DXS buttons, and the BLF.

2-13

CHAPTER 2. DESCRIPTION

2-14

Figure 2-6.

Direct Extension Selection (DXS) With Busy Lamp Field (BLF)

CHAPTER 2. DESCRIPTION

A 4-digit extension number contains two pairs of numbers, a hundreds pair and a tens and unit pair. For example, the extension number 4321 contains a 43 hundreds pair and a 21 tens and unit pair.

The 18 group select buttons on the console are labeled with up to 18 different hundreds pairs. if the system has more than 1800 different hundreds pairs (1800 lines), refer to the operational procedure entitled

“Extended Direct Extension Selection (DXS)" that is listed

under the feature “Attendant DXS With BLF” for step-by-step instructions on how to call

extension numbers by pressing DXS buttons. The 100 buttons in the DXS/BLF are labeled 00 to 99. To determine the idle/busy status of extension 1121, press the group select button labeled

11xx. Then, look at the light to the left of the DXS button labeled 21. If the light is dark, the

extension is idle. Now, you can extend or complete a call to extension number 1121.

If the BLF is lighted and extension number 1121 is assigned to a multi-appearance voice terminal, you can still forward the call by pressing the appropriate DXS button. Extension number 1121, in this case, may be active, but another call appearance of extension number

1121 may be idle. The DXS buttons and the BLF are inoperative in a Distributed Communication System (DCS)

except when the attendant originates or extends calls within the local system.

RECORDING CALL INFORMATION

If the Call Detail Recording and Reporting (CDRR) feature or the Station Message Detail Recording (SMDR) feature is assigned on a trunk group basis in your system, you may be required to charge outgoing calls on certain trunks to an account number. You can charge to an account number by dialing a CDRR or SMDR account number access code and an account charge number. The procedure is the same for either feature.

Instructions in this guide are written for CDRR.

2-15

CHAPTER 3. FACTORY-PROVIDED SPECIAL FEATURES

CHAPTER 3.

FACTORY-PROVIDED SPECIAL FEATURES

Privacy

The console comes entering an established connection being held on the console unless you are recalled by a telephone/voice terminal user. Attendant Recall Privacy prevents an incoming trunk caller from hearing your conversation with an extension user; for example, when you are announcing a call. Your System Manager can consult with the service representative to

remove the Privacy feature if your company so desires. processing of calls and operation of features with and without the Privacy feature.

equipped with the Privacy feature.

This feature prevents you from

This guide is written to include

Attendant Release Loop (ARL)

The console comes equipped with the ARL feature. the console (releasing the loop) until the timed-reminder interval expires or the call is answered. Such calls may be those you have extended and released to busy telphones/voice terminals or telphones/voice terminals with Call Waiting assigned. This feature benefits customers with a high volume of incoming calls to the attendant. Your System Manager can consult with the service representative to deactivate the ARL feature if your company so desires, or your System Manager can deactivate the ARL using the System Management Terminal (SMT) (System 85) or DEFINITY Manager™ II (DEFINITY Generic 2) if your company is administering your own system. When the feature is deactivated, calls you have

extended and released to busy telphones/voice terminals or telphones/voice terminals with Call Waiting assigned are held on the console loop until the timed-reminder interval expires or the call is answered. This guide includes the processing of calls both with and without the ARL feature.

This feature allows calls to be held off

Note:

With the Call Coverage feature, the ARL feature is disabled on attendant-

extended calls to telphones/voice terminals with a coverage path assigned where the coverage criteria applies to that call. When the attendant extends such a call, and releases from the loop, the call follows the coverage path to Message Center or Audio Information Exchange (AUDIX) and does not return to the attendant queue when the ARL timed-reminder interval expires.

3-1

CHAPTER 4. OPERATING PROCEDURES

The operating instructions in this guide are written for the DXS/BLF console only.

Incoming Calls

An incoming call is indicated by an audible ring, a dark PA (position available) light, and a flashing ATND (attendant) light above one of the loop buttons. Calls may come in on any of the six loops.

If the call is placed from within the system, the alphanumeric display shows the extension

number of the caller. If the call is placed from outside the system, the alphanumeric display will show INC

(incoming), the city of origin, or some other identification code.

Answering an Incoming Call

To answer a call:

Press [ANSWER] .

Audible ring stops. ATND light goes on.

Answer the call in accordance with your company policy.

Press

[RELEASE]

Display and ATND lights go off. PA light goes on.

Extending an Incoming Trunk Call to an Extension Number

Incoming trunk calls can be extended to a multi-appearance telephone/voice terminal even though the BLF light for the requested extension number is lighted. To determine if a call can be extended to an extension number when the BLF light for that number is lighted, you must know that the requested extension number is assigned to a multi-appearance telephone/voice terminal.

To extend a call:

Press the appropriate hundreds group select button.

4-1

CHAPTER 4. OPERATING PROCEDURES

Group select light goes on.

Check the BLF to see if the desired extension light is off. If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

3. charged to an account number, do Steps 4 and 5; if not assigned, go to Step 6.

Press Listen for dial tone. Dial CDRR account

5. Listen for Press the

6. Listen for

[START] .

SPLIT light goes on. Caller is separated from the connection.

number access code and Account Charge Number. dial tone. DXS button for the requested extension number. ringback tone, and check that BLF (requested extension number) and RING

lights go on.

Press

Display, ATND, RING, and

on BLF remains lighted for

[RELEASE] .

SPLIT lights go off, PA light goes on. Extension number

duration of the call.

Handling an Extended Call to an Extension Number That Does Not Answer When Attendant Release Loop (ARL) Feature Is Activated

If the call you extended is not answered and you have pressed the RELEASE button, the ARL feature allows the call to be held off the console (releasing the loop). The call remains off-loop until the ARL timed reminder interval expires or until the call is answered. The interval can be set using the System Management Terminal (SMT). The RING light goes off when you press the RELEASE button.

If the call is not answered before the ARL timed-reminder interval expires, the call goes to the first available console. The RING light flashes, and you hear timed-reminder tone.

To answer a call:

Press the loop button below the flashing RING light. Display shows call identification. ATND light goes on. RING light goes on. PA light

goes off.

TERM

Press button if you need to identify the called extension number. The original

call may have been answered by another attendant.

4-2

Display shows the called extension number.

3. Report to the caller over the ringback tone, or

CHAPTER 4. OPERATING PROCEDURES

Press

4. If the caller wishes to wait and you did not press the CANCL button, press

[CANCL] to silence the tone and report to the caller.

[RELEASE] .

Display, ATND, and RING lights go off. PA light goes on. If the caller wishes to wait and you pressed the CANCL button, you must make the

connection again for the caller before pressing the RELEASE button.

5. If the caller does not wish to wait, press

[RELEASE] .

Display, ATND, and RING lights go off. PA light goes on.

At the end of every ARL timed-reminder interval, the RING light flashes and ARL timedreminder tone sounds. This sequence continues until the caller is connected unless the call is for a voice terminal with a coverage path assigned. Refer to Note under “Factory-Provided Special Features,” Section 3.

Handling an Extended Call to an Extension Number That Does Not Answer When Attendant Release Loop (ARL) Feature Is Not Activated

If the call you extended is not answered and you have pressed the RELEASE button, the call is held on the console. The call remains on the loop until the timed-reminder interval (30 seconds) expires or until the call is answered. RELEASE button.

The RING light stays on when you press the

If the call is not answered before the timed-reminder interval expires, the RING light flashes. You hear timed-reminder tone.

To answer a call:

Press the loop button below the flashing

Display shows call identification. ATND

RING light. light goes on. RING light goes on. PA light

goes off.

Report to the caller over ringback tone,

[CANCL] to silence the tone and report to the caller.

Press

4-3

CHAPTER 4. OPERATING PROCEDURES

If the caller wishes to wait and you did not press the CANCL button, press

[RELEASE] .

Display and ATND lights go off. PA light goes on.

If the caller wishes to wait and you pressed the CANCL button, you must make the connection again for the caller before you press the RELEASE button.

If the caller does not wish to wait, press

[RELEASE] .

Display, ATND, and RING lights go off. PA light goes on.

At the

end of every timed-reminder interval (30 seconds), the RING light flashes and timed-

reminder tone sounds. This sequence continues until the caller is connected.

Placing a Caller in Call Waiting

When the extension number requested is busy, you can place a caller in call waiting.

However, an extension number assigned to a multi-appearance telephone/voice terminal

cannot be placed in call waiting; these call must be extended.

To place a caller in call waiting:

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 2 and 3. If CDRR is not assigned, go to Step 4.

Press

[START] .

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection.

Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

Press DXS button for the desired extension.

Listen for tone: Confirmation tone— BUSY light goes on. Caller is reconnected.

Busy tone—call waiting is denied. Go to Step 7.

Press

[RELEASE] .

PA light goes off. The called party hears two beeps of tone when the attendant

presses the RELEASE button. The caller waits to be connected.

Refer to “Handling a Call Placed to a Busy Extension Number With Call Waiting

6. Assigned When ARL Is or Is Not Activated” for information on how to handle Call Waiting Recall calls.

4-4

Press

[CANCL]

Busy tone stops. BUSY light goes off.

Tell the caller that the extension number is busy.

CHAPTER 4. OPERATING PROCEDURES

If the caller wishes to wait, press

[HOLD] .

HOLD light goes on.

10.

After 30 seconds, the HOLD light flashes as a reminder that the caller is waiting. Do Step 11.

11.

Press the loop button below the flashing HOLD light, and try the number again.

Every 30 seconds the HOLD light flashes and timed-reminder tone sounds. This

sequence continues until the caller is connected. If the caller does not wish to wait, press

12.

[RELEASE] .

PA light goes on. RING light goes off when the caller hangs up.

Handling a Call Placed to a Busy Extension Number With Call Waiting. Assigned When Attendant Release Loop (ARL) Feature Is Activated

The ARL feature allows a call that you have placed in call waiting (after pressing the

RELEASE button) to be held off the console (releasing the loop) until the ARL timed-reminder interval expires or until the call is answered. RELEASE button.

If the call is not answered before the ARL timed-reminder interval

to the first available console. The BUSY light flashes, and you hear

The BUSY light goes off when you press the

expires, the call is routed , timed-reminder tone.

To answer a call:

Press the loop button below the flashing BUSY light.

Display shows call identification. ATND light goes on. BUSY light goes on. PA light

goes off.

Press if you want to identify the called extension number. The original call

may have been placed in call waiting by another attendant. Display shows the called extension number.

Tell the caller that the extension number is busy.

TERM

4-5

CHAPTER 4. OPERATING PROCEDURES

If the caller wishes to wait, press [RELEASE] . Display and ATND lights go off. PA light goes on. The called party hears two beeps

of tone as a reminder that the call is still waiting.

5. If the caller does not wish to wait, press

[CANCL] , [RELEASE] .

Display, ATND, and BUSY lights go off. PA light goes on.

At the end of every ARL timed-reminder interval, the RING light flashes and ARL timed-

reminder tone sounds. This sequence continues until the caller is connected unless the call is for a telephone/voice terminal with a coverage path assigned. Refer to Note under “Factory-Provided Special Features,” Section 3.

Handling a Call Placed to a Busy Extension Number With Call Waiting Assigned

When Attendant Release Loop (ARL) Feature Is Not Activated

When you have placed a call in call waiting (after pressing the RELEASE button), the call

remains on the loop until the timed-reminder interval (30 seconds) expires or the call is

answered. The BUSY light stays on when you press the RELEASE button."

If the call is not answered before the timed-reminder interval expires, the BUSY light flashes.

You hear timed reminder tone.

To answer a call:

Press the loop button below the flashing BUSY light,

Display shows call identification. ATND light goes on. BUSY light goes on. PA light

goes off.

2. Tell the caller that the extension number is busy.

3. If the caller wishes to wait, press

[RELEASE] .

Display and ATND lights go off. PA light goes on. The called party hears two beeps of tone as a reminder that the call is still waiting.

At the end of every timed-reminder interval (30 second), the RING light flashes and timedreminder tone sounds. This sequence continues until the caller is connected.

Holding a Call on the Console

If an extension number is busy and call waiting is not available, you can hold a call on the console. Every 30 seconds the timed-reminder tone sounds. Then, check to see if the caller wishes to continue holding.

4-6

To hold a call:

Press [HOLD] . HOLD and PA lights go on. Display and ATND lights go dark.

After 30 seconds, you hear timed-reminder tone. HOLD light flashes.

Press the loop button below the flashing HOLD light to reenter the connection.

Display and ATND lights go on. PA light goes off.

CHAPTER 4. OPERATING PROCEDURES

[CANCL] to stop the tone while you are talking with the caller on hold.

Press At the end of every timed-reminder interval (30 second), the HOLD light flashes and

timed-reminder tone sounds. This sequence continues until the caller is connected.

[RELEASE] when the caller is connected, or if the caller wishes to call back later.

Press

5. Display and ATND lights go off. PA light goes on.

Transferring an Incoming Trunk Call

When a voice terminal user recalls you to request that you transfer an incoming call to

another extension number, you will hear an audible ring. identifies the calling extension. ATND light above the associated loop button flashes. PA light

goes off.

To answer a recall:

Press the loop button below the flashing ATND light.

Audible ring stops. ANS light goes on. ATND light goes on.

Acknowledge the request to transfer the call.

Then, the alphanumeric display

User who requests the transfer and the incoming caller can hear you. User who requests the transfer hangs up. ANS light and associated BLF light goes off.

To transfer a call:

Press the appropriate hundreds group select button. Group select light goes on.

Check the BLF to see if the requested extension number light is off. If the associated BLF light is on but the extension number is assigned to a multiappearance telephone/voice terminal, go to Step 3.

4-7

CHAPTER 4. OPERATING PROCEDURES

If Call Detail Recording and Reporting (CDRR) is assigned, do Steps 4 and 5; if not

3. assigned, go to Step 6.

Press

[START] .

4. Listen for dial tone. SPLIT light goes on. Caller is separated from the connection.

Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

Press DXS button for the desired extension number.

Listen for ringback tone. Associated BLF and RING lights go on.

Press

[RELEASE]

Display, ATND, and SPLIT lights go off. PA light lights. When the called extension answers, RING light goes off. Caller is transferred.

Announcing an Incoming Trunk Call

To screen calls, you may be asked to announce calls to certain system users.

To announce a call:

Press the appropriate hundreds group select button. Group select light goes on.

Check the BLF to see if the requested extension light is off. If the associated BLF light is on and the extension number is assigned to a multi-appearance telephone/voice terminal, go to Step 3.

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

3. charged to an account number, do Steps 4 and 5; if not assigned, go to Step 6.

Press

[START]

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection. Dial CDRR account number access code and Account Charge Number.

5. Listen for dial tone. Press DXS button for the desired extension number.

6. Listen for ringback tone. Associated BLF and RING lights go on.

4-8

When the called party answers, announce the call.

ANS light goes on. RING light goes off.

CHAPTER 4. OPERATING PROCEDURES

If the called party wishes to talk to the caller, press

8. Display, ANS, ATND, and SPLIT lights go off.

[RELEASE] .

PA light goes on. Caller and called

party are connected. If the called party does not wish to talk with the

ANS and SPLIT lights go off. BLF light goes off

10.

Report to the caller. Press

11.

[RELEASE]

caller, press when called party hangs up.

[CANCL] .

Display and ATND lights go off. PA light goes on.

Extending an Incoming Trunk Call to an Outside Number

To reach an outside number, you must connect the incoming trunk to an outgoing trunk. You can make this connection in one of three ways, depending on what features are available in your system.

To make a private network call, dial an access code. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) features, if available, automatically route calls over the most desirable trunks and the least expensive routes.

To make a public network call when you have the Direct Trunk Group Select feature, press the proper trunk group select button. To make a public network call when you do not have the Direct Trunk Group Select feature, dial a Trunk Group access code.

To extend a call:

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 2 and 3; if not assigned, go to Step 4.

Press

[START]

Listen for dial tone, and check that SPLIT light goes on.

Dial CDRR account number access code and Account Charge Number. Listen for dial tone.

If the call is to be placed on a private network and AAR and/or ARS features are active, do Step 5 to connect a trunk; if ARS/AAR is not active, go to Step 6.

4-9

CHAPTER 4. OPERATING PROCEDURES

Press [START] , and dial AAR/ARS access code.

5. Listen for dial tone or audio. Dial tone—trunk is connected. Go to Step 9. Audio (music or recorded announcement)—call is placed in queue because no

outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” for information on how to handle the call.

If you use direct trunk group selection to select a trunk, do Step 7. If you do not use

direct trunk group selection, go to Step 8.

Press direct trunk group select button.

Listen for dial tone or audio. Dial tone—trunk is connected. ANS light goes on. Go to Step 9.

Audio (music or recorded announcement)—call is placed in queue because outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” information on how to handle the call.

Press

[START] , and dial Trunk Group access Code.

Listen for dial tone or audio.

Dial tone—trunk is connected. ANS light goes on.

Audio (music or recorded announcement)—call is placed in queue because

outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” information on how to handle the call.

Dial the outside number.

Listen for ringback tone. ANS light goes on at this point if you used AAR/ARS to

connect a trunk.

10.

Press

[RELEASE] .

Display light goes off. PA light goes on. Caller is connected to the outside number.

Extending an Incoming Trunk Call to an Automatic Call Distribution (ACD) Queue

for

If your company has a high volume of incoming calls, ACD can give your company balanced distribution of calls. This feature allows incoming calls to be routed directly to specific groups of voice terminals called splits. You may be asked to extend a call to an ACD group. Calls to an ACD group are queued until an agent in the group is available to answer.

4-10

To extend a call:

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 2 and 3; if CDRR is not assigned, go to Step 4.

Press

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection.

Dial CDRR account number access code and Account Charge Number.

3. Listen for dial tone.

Press appropriate hundreds group select button. Group select light goes on.

Press DXS button for the extension number assigned to the ACD group if it is not in a 5-digit dial plan. Dial the extension number if the ACD group is in a 5-digit dial plan.

[START]

CHAPTER 4. OPERATING PROCEDURES

You will hear ringback tone until the call is answered or busy tone after 4 seconds.

If your hear busy tone, all terminals in the ACD group are busy. Go to Step 7.

If you release within 4 seconds—

6. Display, ATND, and SPLIT lights go off. PA light goes on. The caller is placed in the

ACD queue.

[CANCL] , and report to the caller.

Press If the caller does not wish to wait, press

[RELEASE] .

Display, ATND, and SPLIT lights go off. PA light goes on.

If the caller wishes to wait, press

[HOLD] .

HOLD light goes on.

At the

end of every timed-reminder interval (30 second), the HOLD light flashes and timed-

reminder tone sounds. This sequence continues until the caller is connected.

Note:

Call Vectoring, available with System 85 R2V4 and DEFINITY Generic 2, is a highly flexible way of processing incoming ACD calls (and other calls). Calls terminating at vectors use VDNs.

To extend a call:

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

charged to an account number, do Steps 2 and 3; if CDRR is not assigned, go to

Step 4.

4-11

CHAPTER 4. OPERATING PROCEDURES

Press

[START]

Listen for dial tone. Dial CDRR account

SPLIT light goes on. Caller is separated from the connection.

number access code and Account Charge” Number. Listen for dial tone. Press appropriate hundreds group select button.

4. Group select light goes on. In a 3- or 4- digit dialing plan, press the DXS button for the VDN.

5. Associated BLF light does not go on. in a 5-digit dialing plan, dial the VDN.

Within 4 seconds, press

Stay on connection after 4 seconds.

[RELEASE] . Calling party commences vector processing.

Listen for tone:

Ringing—attendant ringing available ACD agent. Release caller to connect with agent.

Busy tone—

no ACD agent is available. Go to Step 7 of previous procedure.

[CANCL] , and report to the caller.

Press

8. If the caller does not wish to wait, press

[RELEASE] .

Display, ATND, and SPLIT lights go off. PA light goes on. If the caller wishes to wait, press

10.

[HOLD] .

HOLD light goes on.

At the end of every timed-reminder interval (30 second), the HOLD light flashes, and timedreminder tone sounds. This sequence continues until the caller is connected.

Extending a Call to a Data Communications Access (DCA) Port

You may be requested to extend a call to a DCA port if you are controlling trunks assigned to DCA ports.

4-12

To extend a call:

If you use direct trunk group selection to select trunks, do Step 2. If you do not use

direct trunk group selection, go to Step 3.

Press direct trunk group select button. Listen for dial tone or audio:

CHAPTER 4. OPERATING PROCEDURES

Dial tone— SPLIT and RING lights go on.

Caller is separated from the connection.

Go to Step 4. Busy tone—no trunk available, and queuing is not available. Go to Step 5. Audio (music or recorded announcement)—call is placed in off-hook queue. Go to

Step 7.

[START] , and dial the Trunk Group access code.

Press

3. Listen for dial tone or audio: Dial tone— SPLIT and RING lights go on. Caller is separated from the connection. Busy tone—no trunk available, and queuing is not available. Go to Step 5. Audio (music or recorded announcement)—call is placed in off-hook queue.

Step 7.

Press

[RELEASE] .

ATND, SPLIT, and RING lights go off. Caller hears ringback tone followed by

“computer ready” indication.

[CANCL] , and tell the caller to place the call again later.

Press

5. Press

[RELEASE]

Go to

Display and ATND lights go off. PA light goes on.

Press

[SPLIT] .

SPLIT light goes on. Caller is added to the queue.

Press

[RELEASE]

Display, ATND, and SPLIT lights go off. PA light goes on.

4-13

CHAPTER 4. OPERATING PROCEDURES

Outgoing Calls

You can place two types of outgoing calls:

Outgoing calls from system users who request connection to a trunk (outside line) so they can dial an outside number.

Outgoing calls from system users who request that you complete an outside call” for them. The procedure consists of connecting to a trunk, then dialing the requested outside number. This type of call handling assists users who are not allowed to make outgoing calls, or users with very busy schedules.

When you receive either request, the calling number is displayed. You hear an audible ring.

ATND light flashes, and PA light goes off.

To answer a caller:

Press [ANSWER] . Ask the caller to stay on the line.

Ringing stops. ATND light goes on.

Ask the caller for instructions.

If it is necessary to determine if a caller has permission to make outgoing calls (local

or toll), do Step 4.

[CLASS] . Restrictions, if any, will be displayed. Press [CLASS] again to restore the

Press calling number.

Connecting a Voice Terminal User to a Trunk

To connect a caller to a trunk:

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 2 and 3; if CDRR is not assigned, go to Step 4.

Press

[START]

Listen for dial tone.

Dial CDRR account

Listen for dial tone.

SPLIT light goes on. Caller is separated from the connection. number access code and Account Charge Number.

4-14

If the call is to be placed on a private network and Automatic Alternate Routing (AAR)

and/or Automatic Route Selection (ARS) features are active, do Step 5 to connect a trunk; if AAR/ARS is not active, go to Step 6.

CHAPTER 4. OPERATING PROCEDURES

Press [START] , and dial AAR/ARS access code.

5. Listen for dial tone, busy tone, or audio:

Dial tone—trunk is connected. Go to Step 9. Busy tone—no trunk available, and queuing is not available. Go to Step 10. Audio (music or recorded announcement)—call is placed in queue because no

outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” for

information on how to handle the call.

If you use direct trunk group selection to select a trunk, do Step 7. If you do not use

6. direct trunk group selection, go to Step 8.

Press direct trunk group select button.

7. Listen for dial tone, busy tone, or audio.

Dial tone—trunk is connected. ANS light goes on. Go to Step 9. Busy tone—no trunk available, and queuing is not available. Go to Step 10. Audio (music or recorded announcement)—call is placed in queue because

outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” information on how to handle the call.

[START] , and dial the Trunk Group access code.

Press

Listen for dial tone, busy tone, or audio: Dial tone—trunk is connected. ANS light goes on. Go to Step 9. Busy tone—no trunk available, and queuing is not available. Go to Step 10. Audio (music or recorded announcement)—call is placed in queue because

outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” information on how to handle the call.

Press

[RELEASE]

Display, ANS, ATND, and SPLIT lights go off. PA light goes on. Caller is connected

to the trunk, and dials the outside number to complete the call. Press

10.

[CANCL]

for

Busy tone stops. ANS and SPLIT lights go off.

4-15

CHAPTER 4. OPERATING PROCEDURES

Report to the caller.

11.

12.

If the caller wishes to cancel the call, press [RELEASE] . Display, ANS, ATND, and SPLIT lights go off. PA light goes on.

Completing an Outgoing Call

Once a voice terminal user is connected to an outgoing trunk, complete the call by doing the

following steps:

Dial the outside number. Listen for ringback tone.

Press

[RELEASE]

Display, ANS, ATND, and SPLIT lights go off. PA light goes on. User is connected

to the outside number.

Queuing

All trunks may be busy when you are attempting to connect to an outgoing trunk. If queuing is available, the call will be placed in queue. Then, you will hear music or a recorded announcement, depending on the choice your company has made. You can put a queued call on idle.

To let a

hold so you can process other calls rather than stay off-hook until a trunk becomes

caller know when a call is placed in queue:

Press

[SPLIT]

SPLIT light goes off. Audio stops. Caller is connected.

If the caller wishes to wait, press

[SPLIT] . Remain off-hook until a trunk becomes idle,

or go to Step 1 under “To put a queued call on hold. ” If the caller does not wish to wait, go to Step 5.

Listen for music or recorded announcement. SPLIT light goes on.

When audio stops and dial tone starts, dial the desired number.

4-16

Listen for ringback tone. Press

[RELEASE]

PA light goes on. Caller is connected to the outside number.

If the caller does not wish to wait, press

Display, ATND, and SPLIT lights go off. PA light goes on.

To put a queued call on hold:

Press

[HOLD]

HOLD light goes on. ATND light goes off. Audio stops.

When RING light flashes and audible ring starts, press the loop button below the

flashing RING light.

HOLD light goes off. ATND light goes on. RING light continues to flash. Listen for dial tone. RING light goes off. ATND light goes on.

Dial the desired number.

[RELEASE]

CHAPTER 4. OPERATING PROCEDURES

Press

[HOLD]

Listen for ringback tone.

4. Press

[RELEASE]

PA light goes on. Caller is connected to the outside number.

Attendant-Originated Calls

You can originate calls from the console to extension numbers and to numbers outside the system; and you can make trunk-to-trunk connections.

Attendant Call to an Extension Number

To originate a call to any extension number within the system:

Press the appropriate hundreds group select button. Group select light goes on.

Check the associated BLF light to see if the desired extension light is off or if the associated BLF light is on and the extension number is assigned to a multiappearance telephone/voice terminal.

Press an idle loop button.

ATND light goes on. PA light goes off.

4-17

CHAPTER 4. OPERATING PROCEDURES

4.5.Press DXS button for the desired extension number. Listen for ringback tone. RING light and associated BLF light goes on (if not already

on for multi-appearance telephone/voice terminals). When extension answers, ANS

light goes on. RING light goes off.

At the end of the conversation, press ANS and ATND lights go off. PA light goes on.

user hangs up.

Attendant Call to an Outside Number

To originate an outgoing call:

Press an idle loop button. ATND light goes on. PA light goes off.

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 3 and 4; if CDRR is not assigned, go to Step 5.

Press

Listen for dial tone.

Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

[START] .

[RELEASE] .

BLF light goes off when extension

4-18

If the call is to be placed on a private network and Automatic Alternate Routing (AAR)

5. and/or Automatic Route Selection (ARS) features are active, do Step 6 to connect a

trunk; if not active, go to Step 7.

Press [START] , and dial AAR/ARS access code.

Listen for dial tone, busy tone, or audio:

Dial tone—trunk is connected. Go to Step 10. Busy tone—no trunk available, and queuing is not available. Go to Step 13.

Audio (music or recorded announcement)—call is placed in queue because no outgoing trunks are available. Go to Step 12; do a, b, or c.

CHAPTER 4. OPERATING PROCEDURES

If you use direct trunk group selection to

select trunks, do Step 8. If you do not use

direct trunk group selection, go to Step 9.

Press direct trunk group select button.

Listen for dial tone, busy tone, or audio:

Dial tone—trunk is connected. ANS light goes on. Go to Step 10. Busy tone—no trunk available, and queuing is not available. Go to Step 13.

Audio (music or recorded announcement)—

call is placed in queue because no

outgoing trunks are available. Go to Step 12; do a, b, or c.

[START] , and dial Trunk Group access code.

Press

Listen for dial tone, busy tone, or audio: Dial tone—trunk is connected. ANS light goes on. Go to Step 10. Busy tone—no trunk available, and queuing is not available. Go to Step 13. Audio (music or recorded announcement)—call is placed in queue because no

outgoing trunks are available. Go to Step 12; do a, b, or c.

10.

Dial the outside number. Listen for ringback tone until called party answers. ANS light goes on at this point if

you used AAR/ARS to connect a trunk.

11.

At the end of the conversation, press [RELEASE] .

ANS and ATND lights go off. PA light goes on.

12. Do a, b, or c. a.

Stay on the line, and wait for a trunk.

press

[CANCL] to cancel the queued call. Press [START] , and place the call

again. Press

[RELEASE]

ATND and ANS ligths go off. PA light goes on.

13.

Press

[RELEASE] .

[HOLD] to put the queued call on hold.

ATND and ANS lights go off. PA light goes on.

4-19

CHAPTER 4. OPERATING PROCEDURES

Attendant Trunk-to-Trunk Connection

You can connect one outside number to another outside number by connecting two outgoing

trunks. The Privacy feature, if available, is automatically disabled so you can monitor calls

for disconnect. A warning tone is applied to the trunk to alert the talking parties before you can monitor the call. The tone (1/2 second duration) is heard by all parties every 15 seconds while you remain on the connection.

To originate a call:

Press an idle loop button. ATND light goes on. PA light goes off. If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

2. charged to an account number, do Steps 3 and 4; if CDRR is not assigned, go to Step 5.

Press

[START]

Listen for dial tone. Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

If the call is to be placed on a private network and Automatic Alternate Routing

5. (AAR)/Automatic Route Selection (ARS) feature is active, do Step 6 to connect a trunk; if AAR/ARS is not active, go to Step 7.

[START] , and dial AAR/ARS access code.

Press

Listen for dial tone.

If you use direct trunk group selection to select trunks, do Step 8. If you do not use

7. direct trunk group selection, go to Step 9.

Press direct trunk group select button.

8. Listen for dial tone. ANS light goes on. Go to Step 10.

[START] , and dial Trunk Group access code.

Press

9. Listen for dial tone. ANS light goes on.

4-20

10.

Dial the outside number. Listen for ringback tone until called party answers. ANS light goes on at this point if

you used AAR/ARS to connect a trunk.

11.

Ask the called party to wait to be connected.

To connect the second outgoing trunk:

If the call is to be placed on a private network and AAR/ARS feature is active, do Step 2 to connect a trunk; if AAR/ARS is not active, go to Step 3.

CHAPTER 4. OPERATING PROCEDURES

Press

[START] , and dial AAR/ARS access code.

Listen for dial tone. SPLIT light goes

on. First called party is split from the

connection. If you use direct trunk group selection to

select trunks, do Step 4. If you do not use

direct trunk group selection, go to Step 5.

Press direct trunk group select button. Listen for dial tone. ANS light goes on.

SPLIT light goes on. First called party is

separated from the connection. Go to Step 6.

[START] , and dial Trunk Group access code.

Press

5. Listen for dial tone. ANS light goes on. SPLIT light goes on. First called party is split

from the connection.

Dial the outside number.

Listen for ringback tone until called party answers.

Ask the second called party to wait to be connected. Press

[HOLD]

HOLD and PA lights go on. ATND and SPLIT lights go off. Both outside parties are

connected. Periodically press the loop button (on which the call is held) to check if both trunks

are still in use.

10.

When both parties have disconnected, press

[CANCL] , [RELEASE] .

Display and ATND lights go off. PA light goes on.

4-21

CHAPTER 4. OPERATING FEATURES

Operation of Features

This part of the “Operating Procedures” section provides an alphabetical listing of console features. These features can be activated or cancelled by pressing the designated buttons in

the attendant control area of the console or by dialing certain access codes.

Alphanumeric Display for Attendant Position

Allows you to identify incoming trunk calls from outside the system, or incoming calls from extension users inside the system.

Incoming trunk call identification may be displayed by:

◆

Trunk Group WATS, CCSA NY, WASH, PHIL (geographic source for tie or Foreign Exchange calls)

◆

Call Type LDN 1—Telephone directory number of the company ATND—intercepted incoming call that has been routed to your console.

Incoming calls from extension users are displayed by the calling number.

To check the class of service (COS) of the calling number:

Press

[CLASS]

The COS information is displayed.

Press

[CLASS]

The COS information is removed. Calling number is displayed.

Alphanumeric Display for Attendant Position in a Distributed Communication System (DCS) Environment

Allows you to identify incoming DCS calls from a distant system. The trunk group identification of the tie trunk used for the call is displayed. If the call was routed to your console because of an intercept condition, the intercept message is displayed.

4-22

If the call is an intercept call:

Press

[CLASS]

Incoming tie trunk group is displayed to identify the distant system.

CHAPTER 4. OPERATING FEATURES

Press

[CLASS] .

Calling number is displayed if the call is from a voice terminal in a distant system. Trunk group number is displayed for a trunk call.

Press

[CLASS]

The COS is displayed if the call is from a voice terminal in a distant system. Trunk number within the trunk group is displayed for a trunk call.

If the call is not an intercept call:

Press

[CLASS]

Calling number is displayed if the call is from a voice terminal in a distant system.

Trunk group number is displayed for a trunk call.

Press

[CLASS]

The COS is displayed if the call is from a voice terminal in a distant system. Trunk number within the trunk group is displayed for a trunk call.

Attendant Auto-Manual Splitting

Allows you to announce calls privately and identify callers to voice terminal users. This gives them the option of accepting or not accepting the call.

To extend an incoming call to an idle telephone/voice terminal:

Press DXS button for the desired extension number.

Listen for ringback tone. Caller is separated from the connection. SPLIT, BLF, and

RING lights go on. ANS light goes on.

RING light goes off when terminal user

answers. See Note.

Note:

If you activate Malicious Call Trace while a caller is split from the console, the split condition is disabled. SPLIT light goes off. The internal caller hears dial tone. The outside caller is disconnected.

Announce the call.

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CHAPTER 4. OPERATING FEATURES

Press

[SPLIT] .

SPLIT light goes off.

Report to the caller.

Press

[RELEASE] .

Display, ATND, and ANS lights go off. PA light goes on. Caller and called party are connected.

To place an outgoing trunk call at the request of a voice terminal user:

If you use direct trunk group selection to select trunks, press direct trunk group select button. Listen for dial tone. Go to Step 3.

Press

[START]

Listen for light goes

Note:

dial tone. Voice terminal user is separated from the connection. SPLIT on. See Note.

If you activate Malicious Call Trace while a caller is split from the

console, the split condition is disabled. SPLIT light goes off. The

internal caller hears dial tone. The outside caller is disconnected.

Dial Trunk Group dial code. Listen for dial tone. ANS light goes on.

Dial the outside number. Listen for ringback tone. Called party answers.

Announce the call. Press

[SPLIT]

SPLIT light goes off (3-way connection). Tell the caller that the called party is on the line.

6. Press

[RELEASE]

Display, ATND, and ANS lights go off. PA light goes on. Caller and called party are

connected.

4-24

Attendant Control of Trunk Group Access

CHAPTER 4. OPERATING FEATURES

Allows you to control access to a maximum of

users to the trunk groups under your control

display shows ACTG (Attendant Control of Trunk

To activate Attendant Control of Trunk Group Access:

Press an idle loop button. ATND light goes on. PA light goes off.

Press

[START]

and dial Activate Code.

Listen for dial tone.

If you use direct trunk group selection to select trunks, do Step 4. If you do not use

3. direct trunk group selection, go to Step 5.

Press direct trunk group select button of trunk group to be controlled. Listen for tone: Confirmation tone—you control the trunk group. CONT light goes on four the specified

trunk group. Go to Step 6.

Intercept tone

—trunk group is already controlled by you. Go to Step 6.

12 trunk groups. Calls from voice terminal are routed to your console. Alphanumeric Group).

Dial Trunk Group access code of trunk group to be controlled. Listen for tone: Confirmation tone—you control the trunk group. CONT light goes on for specified

trunk group.

Intercept tone—

Press

[RELEASE]

trunk group is already controlled by you.

ATND light goes off. PA light goes on. CONT light goes on as long as you have control of the trunk group access.

To cancel Attendant Control of Trunk Group Access:

Press an idle loop button.

ATND light goes on. PA light goes off.

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CHAPTER 4. OPERATING FEATURES

[START] , and dial Cancel Code.

Press

Listen for dial tone.

If you use direct trunk group selection to select trunks, do Step 4. If you do not use

direct trunk group selection, go to Step 5.

Press direct trunk group select button of trunk group for which

control is to be

canceled.

Listen for tone:

Confirmation tone—control of trunk group is canceled. CONT light

for the specified

trunk group goes off. Go to Step 6.

Intercept tone—

incorrect dialing or control of trunk group is already

canceled. Go to

Step 6.

Dial Trunk Group access code of trunk group for which control

is to be canceled.

Listen for tone:

Confirmation tone—control of trunk group is canceled. CONT

light for the specified

trunk group goes off.

Intercept tone—

incorrect dialing or control of trunk group is already canceled.

Press

[RELEASE]

PA light goes on. ATND light goes off.

Attendant Control of Trunk Group

Access in a Distributed Communication System

(DCS) Environment

Access to trunk groups used at one distant system by the attendant.

Feature operation is the same as previously described except for the following:

◆

A direct trunk group select button must be assigned on your console and on the console at the distant system for any trunk groups you are controlling at the distant system.

◆

When busy or warning levels are exceeded for a trunk group with a direct trunk group select button assigned, the BUSY or WARN lights on all consoles, in the DCS with an appearance of that trunk group, go on.

system in a DCS environment may be controlled at a

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CHAPTER 4. OPERATING FEATURES

Attendant Direct Extension Selection (DXS) With Busy Lamp Field (BLF)

Allows you to extend calls to voice terminal users by pressing a hundreds group select button and a tens and units (DXS) button. See Figure 2-6 for the location of these buttons on the console.

To answer and extend an incoming call using attendant DXS with BLF:

Press

[ANSWER]

Audible ring stops. ATND light goes on. PA light goes off.

Press group select button for the requested hundreds group (first two digits of the extension number).

Group select light goes on.

Check the BLF to see if the telephone/voice terminal is idle (associated light is off).

Press the DXS button for the tens and units digits (second two digits of the extension number).

Listen for ringback tone. SPLIT, BLF, and RING lights go on. ANS light goes on, and

RING light goes off when called party answers. Press

[RELEASE]

ATND, ANS, and SPLIT lights go off. On BLF, associated light stays on for the

duration of the call.

Extended DXS

Allows you to extend calls to voice terminal users when the system has more than 1800 hundreds pairs (1800 lines). Even though the hundreds group select buttons are inactive on your console, this feature gives you the capability of extending calls by using the hundreds group select (SELCT) and display (DISP) buttons and the DXS button.

To answer and extend an incoming call to a voice terminal using extended DXS:

Press [ANSWER] .

1. Audible ring stops. ATND light goes on. SELCT light lights. PA light goes off.

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CHAPTER 4. OPERATING FEATURES

Press [SELECT] , and dial the first two digits of the extension number (hundreds group).

SELCT light goes off. Lamps to the left of the DXS buttons light for all busy voice terminals in the hundreds group selected. Alphanumeric display shows the hundreds group dialed followed by two asterisks (example: 11** for extension number 1121).

Check the BLF to see if the telephone/voice terminal is idle (associated light is off).

Press the DXS button for the tens and units digits.

Listen for ringback tone. SPLIT, BLF, and RING lights go on. Caller is split from the

connection. Alphanumeric display shows a repeat of the display (hundreds group

followed by two asterisks). ANS light goes on, and terminal user answers.

[ANSWER] .

Press

RING light goes off when voice

ATND, ANS, and SPLIT lights go off. PA light goes

on. Associated BLF light stays

on for the duration of the call.

press

[DISP]

If it is necessary to display the last hundreds group selected,

Attendant Interposition Calling and Transfer

Allows you to place calls to, and receive calls from, other attendants. If you are in a Tenant Services environment, you can only place calls to attendants in the same partition or in

partition 0 (zero).

When you are called, and if you are busy on another call, the interposition call is held waiting

in a priority queue. The PR (priority) light on your console lights. When your console becomes available, the interposition call takes precedence over the other calls in queue, and

is switched to the first idle loop. You can make interposition calls when no call is connected to your console, or when a call is connected and the caller wishes to have the call transferred to another attendant.

To consult with another attendant when you have a call on your console and you want to transfer the

call:

Press

[START]

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection. Display shows incoming call identification.

4-28

Dial Interposition Calling access code.

Listen for dial tone.

3. Dial Console Position Number. Listen for ringback tone. RING light goes on.

CHAPTER 4. OPERATING FEATURES

Consult with the other attendant.

[RELEASE] .

Press Display, ATND, and SPLIT lights go off. You are released, and caller is connected to

the other attendant console.

To consult with another attendant when you do not have a call on your console:

Press an idle loop button. ATND light goes on. PA light goes off. Press

[START]

Listen for dial tone.

Dial Interposition Calling access code.

3. Listen for dial tone. Dial Console Position Number.

Listen for ringback tone.

Consult with the other attendant. Press

[RELEASE]

ATND and ANS lights go off. PA light goes on. You and the other attendant are

released from the call.

To answer an interposition call:

When you are called by another attendant, ATND light flashes. PR light goes on (priority

call). You hear an audible ring. Alphanumeric display shows

INTP . If you are the controlling

attendant on a malicious call trace, you will not receive a display. Trace information is displayed.

Press

[ANSWER]

Audible ring stops. ATND light goes on. PR light goes off.

Consult with the calling attendant. If a call is transferred, display changes from INTP to incoming call identification.

4-29

CHAPTER 4. OPERATING FEATURES

Attendant Release Loop (ARL) Timed-Reminder Interval Change

Allows you to change the ARL timed-reminder interval. The interval can be set, using the System Management Terminal (SMT) (System 85) or the Manager II terminal (Generic 2), from 2 through 98 seconds. You can change the length of the interval in 2-second

increments.

To change the ARL timed-reminder interval:

Press an idle loop button.

ATND light goes on. PA light goes off.

Press

[START]

Listen for dial tone.

Dial Timed-Reminder Interval Change Code.

Listen for dial tone. Display shows the current timed-reminder interval.

If interval is less than 10 seconds, dial new timed-reminder interval

(leading zero

must be entered).

Listen for confirmation tone. Display shows the new timed-reminder interval.

Press

[RELEASE]

Display and ATND lights go off. PA light goes on.

Automatic Call Distribution (ACD)—Attendant

Attendant Release Loop (ARL) feature is disabled on attendant-extended calls to voice

terminals with coverage path assigned where the coverage criteria applies to the call. When ACD is the coverage point and the attendant does not release a call within 4 seconds,

the attendant is connected to an idle agent position (with the proper connect message). The

call will not queue to the split if all positions are busy. Attendant Call Waiting will wait on the supervisor position (position 0). If the attendant releases a call within 4 seconds, the call is placed in queue.

An attendant may be designated as a system supervisor. The system supervisor can activate/deactivate Call Forwarding on the console for any split (group) of ACD agents.

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CHAPTER 4. OPERATING FEATURES

Automatic Circuit Assurance (ACA)

Provides you with better service through early detection of faulty trunks. You can activate ACA by dialing the ACA Start Code. Once you have activated ACA; the system begins to measure the duration of calls on the trunk groups assigned to the ACA feature. If you are in a Tenant Services environment and you are an attendant in any partition other than partition 0 (zero), you are not allowed to activate, deactivate, or answer ACA referral calls.

When a large number of very short calls are made, due perhaps to callers hanging up

because of a noisy trunk, a referral call is made to your console. Alphanumeric display

shows When a trunk remains busy for a long period, a referral call is made to your console.

Alphanumeric display shows You can immediately identify the faulty trunk by pressing during a referral call.

To activate ACA:

TBLS (trouble short holding).

TBLL (trouble long holding).

TRK

Press an idle loop button. ATND light goes on. PA light goes off.

Press Listen for dial tone.

Dial ACA Start Code. Listen for confirmation

Press

ATND light goes off. PA light goes on.

To cancel ACA:

Press an idle loop button. ATND light goes on. PA light goes off.

Press Listen for dial tone.

[START] .

[RELEASE]

[START]

tone.

Dial ACA Stop Code.

Listen for confirmation tone.

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CHAPTER 4. OPERATING FEATURES

4. Press

[START]

ATND light goes off. PA light goes on.

To answer a referral call and identify the faulty trunk using TRK ID button:

Press

[ANSWER]

Audible ring stops. ATND light goes on.

Press

TRK

Display shows Trunk Dial access code.

Press

TRK

Display shows the trunk number.

Press

[RELEASE]

Display and ATND lights go off. PA light goes on. question to someone who can test the trunk. Remove

Refer the trunk number in

the faulty trunk from service

using the Trunk Verification by Voice Terminal feature.

Automatic Circuit Assurance (ACA) in a Distributed Communication System (DCS)

Environment

In a DCS environment, all consoles may be at one system location. When an attendant at this location activates or deactivates the ACA feature, the feature is activated or deactivated for all systems in the DCS. Each system in a DCS can arrange for referral calls to be routed to the attendant at the” Centralized Attendant Service (CAS) main location when CAS is active in the system. In a DCS with multiple systems (each system having attendants), any attendant can activate or deactivate ACA for the local system and at customer option receive referral calls. Operation of ACA in a DCS environment is similar to ACA in a non-DCS environment except that the initial alphanumeric display is different. The display initially shows the trunk dial access code of the tie trunk used for calling between the systems. When the TRK ID button is pressed, the faulty trunk data is displayed.

Automatic Route Selection (ARS) (With Time of Day Routing)

Provides routing of long distance calls over the most economical route available based on

the time of day and day of week. The ARS provides you with three different preestablished plans of call routing. You can place

any one of these three plans in operation by pressing the PLAN button or by dialing an ARS Network Change Code.

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CHAPTER 4. OPERATING FEATURES

Display the ARS plan first to see what the current route plan is. PLAN light is always lighted

when the ARS plan is under your control.

To display ARS plan:

Press, and hold [PLAN] .

Display shows current route plan.

Release Display goes off.

To place ARS route plan under your control or to change ARS route plan:

Press an idle loop button.

ATND

Press

2. Listen for dial tone. Display shows current route plan. Dial 1, 2, or 3.

3. Listen for confirmation tone. Display shows

Press

Display and ATND lights go off. PA light goes on.

To return ARS route plan to automatic control:

[PLAN]

light goes on.

[PLAN]

, or

[START]

A1, A2,

[RELEASE]

light goes off.

. Dial ARS Network Change Code.

A3.

The letter A indicates attendant control.

Press an idle loop button. ATND light goes on. PA light goes off.

[PLAN] , or [START] . Dial ARS Network Change Code.

Press

Listen for dial tone. Display shows current route plan. Dial 0 .

❑

Listen for confirmation tone. ARS returns to automatic control. Display shows 1, 2, or 3. PLAN light goes off.

4-33

CHAPTER 4. OPERATING FEATURES

4. Press

[RELEASE]

Display and ATND lights go off. PA light goes on.

Busy Verification of Lines

Allows you to check a busy extension number to determine if the extension is really busy or appears busy because of a trouble condition. terminals, the verification attempt is directed toward the in-use appearance on the primary voice terminal associated with the extension. Primary means the first voice terminal to which an extension number is assigned. checking busy lines.

When you are in a Tenant Services environment, you can only verify

When Privacy is provided, you are prevented from

extensions in your partition or partition 0 (zero). If you attempt to verify extensions in other partitions, intercept tone is returned.

To busy verify an extension number of a single-line telephone/voice terminal:

Place the caller requesting verification on hold.

Press an idle loop button. ATND light goes on. PA light goes off.

Press

[VERFY] .

On multi-appearance telephone/voice

VERFY light goes on.

Press appropriate hundreds group select button. Group select light goes on. Press DXS button for the extension

number. Listen for tone: Warning tone—starts before connection to a busy extension to ensure user privacy.

Extension is busy if you hear conversation after the tone. Extension may be out of order or holding a call if you do not hear conversation after the tone.

Ringback tone—extension is idle and is being rung. Busy verification is canceled. VERFY light goes off.

Reorder tone— BUSY light goes on. Feature is temporarily denied because a call is being held or the telephone/voice terminal is in some other transient state.

Intercept tone

—feature is permanently denied, or the extension number is a Vector

Directory Number (VDN).

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CHAPTER 4. OPERATING FEATURES

Report to the caller.

Press

[RELEASE]

ATND and VERFY lights go off. PA light goes on.

To busy verify an extension number of a multi-appearance telephone/voice terminal:

Put the caller requesting verification on hold. Press an idle loop button.

2. ATND light goes on. PA light goes off. Press appropriate hundreds group select button.

3. Group select light goes on.

Press the DXS button for the extension number.

Listen for tone:

Warning tone—all appearances are busy (extension busy). Tone starts before

connection to the busy in-use appearance to ensure user privacy. Extension is busy if you hear conversation after the tone. Extension may be out of order or holding a call if you do not hear conversation after the tone.

3-Burst ringing—one or more but not all appearances of the extension are busy (extension active), and an idle appearance is receiving priority ringing.

Ringback tone—all appearances of the extension are idle, and an idle appearance is

being rung. Reorder tone— BUSY light goes on. Feature is temporarily denied Intercept tone

—feature is permanently denied.

Busy Verification of Lines in a Distributed Communication System (DCS) Environment

Allows you to check a busy extension number within the DCS cluster to determine if the extension is really busy or appears busy because of a trouble condition.

To busy verify an extension number of a single-line telephone/voice terminal in a local or distant

system using 5-digit dialing:

Put the caller requesting verification on hold.

4-35

CHAPTER 4. OPERATING FEATURES

Press an idle loop button.

2. ATND light goes on. PA light goes off.

Press

[VERFY]

VERFY light goes on.

Press

[START]

. Listen for dial tone. Dial the 5-digit extension number,

5. Listen for tone: Warning tone—starts before connection to a busy extension to ensure user privacy.

Extension is busy if you hear conversation after the tone. Extension may be out of order if you do not hear conversation after the tone. station, the attendant may hear music and can busy verify.

If station is on hold by another

Ringback tone—

extension is idle and is being rung. Busy verification is canceled.

VERFY light goes off. Reorder tone— BUSY light goes on. Feature is temporarily denied because a call is

being held or the telephone/voice terminal is in some other transient state. Intercept tone—feature is permanently denied. Report to the caller.

[RELEASE] .

Press

ATND and VERFY lights go off. PA light goes on.

To busy verify an extension number of a multi-appearance telephone/voice terminal in a local or

distant system using 5-digit dialing:

Place the caller on hold. Press an idIe loop button.

ATND light goes on. PA light goes off.

[VERFY] .

Press

VERFY light goes on.

4-36

Press

[START]

Listen for dial tone.

CHAPTER 4. OPERATING FEATURES

Dial the 5-digit extension number. Listen for tone: Warning tone—all appearances are busy (extension busy). Tone starts before

3-Burst ringing—one or more but not all appearances of the extension are busy (extension active), and an idle appearance is receiving priority ringing.

Ringback tone—all appearances of the extension are idle, and an idle appearance is

being rung.

Reorder tone— BUSY light goes on. Feature is temporarily denied.

Intercept tone—

To busy verify an extension number of a single-line telephone/voice terminal in a distant system

using a specific route (tie trunk access code and extension number):

Put the caller on hold.

Press

[VERFY] .

feature is permanently denied.

VERFY light goes on.

Press

[START] .

Listen for dial tone.

Dial the tie trunk access code for the distant system.

Press

[VERFY] .

Listen for recall dial tone (three short bursts of tone followed by dial tone).

Dial the 5-digit extension number.

6. Listen for tone:

Warning tone—starts before connection to a busy extension to ensure user privacy.

Extension is busy if you hear conversation after the tone. Extension may be out of order or holding a call if you do not hear conversation after the tone.

Ringback tone—

extension is idle and is being rung.

VERFY light goes off.

Busy verification is canceled.

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CHAPTER 4. OPERATING FEATURES

Reorder tone— BUSY light goes on. Feature is temporarily denied because a call is being held or the teiephone/voice terminal is in some other transient state.

Intercept tone

Report to the caller.

Press

[RELEASE]

—feature is permanently denied.

ATND and VERFY lights go off. PA light goes on.

To busy verify an extension number of a multi-appearance telephone/voice terminal in a distant system using a specific route (tie trunk access code and extension number):.

Put the caller on hold.

[VERFY] .

Press

VERFY light goes on.

[START] .

Press

3. Listen for dial tone. Dial the tie trunk access code for the distant system.

Press

[VERFY] .

Listen for recall dial tone (three short bursts of tone followed by dial tone).

4-38

Dial the 5-digit extension number.

6. Listen for tone: Warning, tone—

all appearances are busy (extension busy). Tone starts before connection to the busy in-use appearance to ensure user privacy. Extension is busy if you hear conversation after the tone. Extension may be out of order or holding a

call if you do not hear conversation after the tone.

3-Burst ringing—one or more but not all appearances of the extension are busy (extension active), and an idle appearance is receiving priority alerting.

Ringback tone—

all appearances of the extension are idle, and an idle appearance is

being rung. Reorder tone— BUSY light goes on. Feature is temporarily denied. Intercept tone—

feature is permanently denied.

CHAPTER 4. OPERATING FEATURES

Call Forwarding-Follow Me

Allows you to redirect calls for an unrestricted extension number to another unrestricted extension number.

To activate Call Forwarding—Follow Me:

Press an idle loop button. ATND light goes on. PA light goes off. Press

[START]

2. Listen for dial tone.

Dial Call Forwarding Activate access code.

3. Listen for dial tone.

Press the appropriate hundreds group select button. Group select light goes on. Press DXS button for the extension number from which calls are to be forwarded.

5. Listen for dial tone.

Press the appropriate hundreds group select button.

6. Group select light goes on.

Press DXS button for the extension number to which calls are to be forwarded. Listen for tone: Confirmation tone—Call Forwarding is activated.

Intercept tone

Press

[RELEASE]

—called extension number already has Call Forwarding activated.

ATND light goes off. PA light

To cancel Call Forwarding—Follow Me:

goes on.

Press an idle loop button. ATND light goes on. PA light

goes off.

4-39

CHAPTER 4. OPERATING FEATURES

Dial Call Forwarding Cancel Code.

Listen for dial tone.

Press the appropriate hundreds group select button.

3. Group select light goes on. Press DXS button of the extension number for which you have been forwarding calls.

Listen for confirmation tone. Call forwarding is canceled.

[RELEASE] .

Press

ATND light goes off. PA light goes on.

Call Forwarding—

Busy and Don’t Answer

Allows you to redirect calls for any unrestricted extension number to another unrestricted extension number when the extension number is busy or does not answer.

To activate Call Forwarding-Busy and Don’t Answer

Press an idle loop button. ATND light goes on. PA light goes off.

Press

[START]

Listen for dial tone.

Dial Call Forwarding

—Busy and Don’t Answer Activate access code.

Listen for dial tone.

Press the appropriate hundreds group select button.

4. Group select light goes on.

4-40

CHAPTER 4. OPERATING FEATURES

Press DXS button for the extension number from which calls are to be forwarded.

5. Listen for dial tone. Press the appropriate hundreds group select button.

6. Group select light goes on.

Press DXS button for the extension number to which calls are to be forwarded.

Listen for tone: Confirmation tone—Call Forwarding Intercept tone—

Press

[RELEASE]

called extension number already has Call Forwarding activated.

—Busy and Don’t Answer is activated.

ATND light goes off. PA light goes on.

To cancel Call Forwarding-Busy and Don’t Answer

Press an idle loop button. ATND light goes on. PA light goes off.

Dial Call Forwarding cancel code. Listen for dial tone. Press the appropriate hundreds group select button.

3. Group select light goes on.

Press DXS button of the extension number for which you have been forwarding calls. , Listen for confirmation tone. Call Forwarding is canceled. Press

[RELEASE]

ATND light goes off. PA light goes on.

Call Forwarding

—Follow Me and Call Forwarding Busy and Don’t Answer in a

Distributed Communication System (DCS) Environment

Feature operation is the same as in a non-DCS environment except that when you activate call forwarding for an extension number at a distant system, the forwarded to extension is not checked for restrictions unless it is in the same distant system as the forwarding extension number.

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CHAPTER 4. OPERATING FEATURES

Code Calling Access

Allows you access to loudspeaker paging equipment by dialing an access code and a Called

Party Code. The called party hears the Electronic Chime Code.

To access and page:

Press an idle loop button.

ATND light goes on. PA light goes off.

Press

[START]

Listen for dial tone. Dial Code Calling access code.

3. Listen for tone:

Dial tone— ANS light goes on. Do Steps 4, 5, and 6. Busy tone—code calling circuit is busy. Go to Step 7.

Dial the Called Party Code. Listen for confirmation tone. Then listen for the Called Party

three times. Then listen for ringback tone (System 85 only).

If an answer is required, stay on the line until the called party is

[RELEASE] .

Press

ANS and ATND lights go off. PA light goes on.

Press

[RELEASE] .

ATND light goes off. PA light goes on.

To access and page for a caller who is on the line:

Ask the caller to wait for an answer.

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 3 and 4; if CD-RR is not assigned, press

[START] , listen for dial tone, and go to Step 5.

Code to be repeated

connected.

4-42

Press

[START] .

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection.

CHAPTER 4. OPERATING FEATURES

Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

Dial Code Calling access code.

Listen for tone: Dial tone— ANS light goes on. Do Steps 6 and 7. Busy tone—code calling circuit is busy. Go to Step 8.

Dial Called Party Code. Listen for confirmation tone. Then listen for the Called Party Code to be repeated

three times. Then listen for ringback tone. Press

[HOLD] .

7. Display and ATND lights go off. HOLD and PA lights go on. Caller is connected to

the paged party. Remove the caller from hold, and report the busy condition.

8. Press

[RELEASE]

Display and ATND lights go off. PA light goes on.

Conference—Attendant 6-Party

Allows you to arrange a conference call for up to six conferees including voice terminal users inside the system and individuals outside the system.

To stay within FCC requirements, the sum of the number of Central Office (CO) and Direct

Inward Dialing (DID) trunks connected in an Attendant Conference should not be more than

two. The number of tie trunks that may be added in an Attendant Conference is not

restricted. Only one CONF button per console is provided, but several conference circuits may be

provided, depending on the size of your system.

To start a new conference, you must release from the conference on which you are active, or

you can place the active conference on hold. The BUSY light above the CONF button goes on when all conference circuits are busy.

The CONT light above the CONF button goes on each time you press the CONF button. You

may add conferees even though the CONF BUSY light is on. (Specific conference may not yet have six conferees active.) When you add a sixth conferee to a conference, the WARN light above the CONF button goes on.

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CHAPTER 4. OPERATING FEATURES

To arrange a conference requested by a telephone/voice terminal user:

Acknowledge the request, and verify that the CONF BUSY light is off. If you are requested to add an additional conferee to an existing conference, go to Step 3.

Press

[CONF]

Associated CONT light goes on. Display light goes off. Voice connected to the conference circuit.

To add each conferee (voice terminal user), do a, b, and c. To add

go to Step 1 under “To add an outside party”.

Press the appropriate hundreds group select button,

Group select light goes on.

b. Check the BLF to see if desired extension is idle (associated

Press DXS button for the desired extension number.

Listen for ringback tone. SPLIT light, associated BLF and RING lights go on. When called user answers, ANS light goes on. RING light goes off.

Announce the conference, and do a or b.

4. To add the conferee, press [CONF] .

ANS and SPLIT lights go off.

If unable to add the conferee, press [CANCL] .

Extension is released. You have reestablished a connection with the conference. Advise the conferees.

terminal user is

an outside party,

light is off).

To add an outside party:

If you want to add an outside party and if Call Detail Recording and Reporting

(CDRR) is assigned and calls are to be charged to an account number, do Steps 2

and 3; if (CDRR) is not assigned, go to Step 4.

[START] .

Press

2. Listen for dial tone. SPLIT light goes on. Other conferees are separated from the

connection. Dial CDRR account number access code and Account Charge Number.

3. Listen for dial tone.

4-44

CHAPTER 4. OPERATING FEATURES

If the call is to be placed on a private network and Automatic Alternate Routing (AAR)/Automatic Route Selection (ARS) feature is active, do Step 5 to connect a trunk; if AAR/ARS is not active, go to Step 6.

[START] , and dial AAR/ARS access code.

Press

5. Listen for dial tone. SPLIT light goes on. Go to Step 9.

If you use direct trunk group selection to select trunks, do Step 7. If you do not use

direct trunk group selection, go to Step 8.

Press direct trunk group select button.

7. Listen for dial tone. ANS light goes on. Go to Step 9.

[START] , and dial Trunk Group access code.

Press Listen for dial tone. ANS light goes on. SPLIT light goes on. Other conferees are

separated from the connection.

Dial the outside number. Listen for ringback tone until called party answers. If you used AAR/ARS to connect

a trunk, ANS light goes on. Announce the conference to the called party, and do a or b.

10.

To add the conferee, press [CONF] .

ANS and SPLIT lights go off.

b. If unable to add the conferee, press

[CANCL] .

Called party is released. You have established a connection with the

conference. ‘Advise the conferees.

To release from the conference, press [RELEASE] . However,

11. sure one conferee is an extension number user and is

before releasing, make local to the attendant.

Otherwise outside parties will be disconnected.

If you are recalled by the conference, the ATND light flashes. You hear an audible

12. ring. Press the loop button below the flashing ATND light.

ATND light goes on. Audible ring stops. Display shows CONF.

13.

Give information or assistance as necessary.

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CHAPTER 4. OPERATING FEATURES

To arrange a conference requested by an outside party:

Acknowledge the request for a conference, and verify that conference BUSY light is

off. (BUSY light is on only when all conference circuits are busy.)

[CONF] .

Press

2. Associated CONT light goes on. Display light goes off. If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

3. charged to an account number, do Steps 4 and 5; if CDRR is not assigned, go to Step 6.

Press

[START]

Listen for dial tone. Dial CDRR account

SPLIT light goes on. Caller is separated from the connection.

number access code and Account Charge Number. Listen for dial tone. If an outside party is the first added-on conferee, you do not have to activate CDRR

6. again. The added-on trunk will be automatically recorded. Do a, b, or c to connect a

trunk:

Dial AAR/ARS access code.

Listen for dial tone.

Press direct trunk group select button. Listen for dial tone. ANS light goes on.

Press [START] , and dial Trunk Group access code. Listen for dial tone. ANS light goes on.

Other conferee is separated from the

connection.

Dial the outside number.

7. Listen for ringback tone until called party answers. If you used AAR/ARS to connect

a trunk, ANS light goes on.

4-46

Announce the conference, and do a or b.

To add the conferee, press [CONF] .

ANS and SPLIT lights go off.

CHAPTER 4. OPERATING FEATURES

If unable to add the conferee, press

Called party is released. conference. Advise the conferees.

To add voice terminal users as requested, press the appropriate group select button

9. and the DXS button for the desired extension number.

10.

To release from the conference, press sure one conferee is an extension number user and is local to the attendant. Otherwise, outside parties will be disconnected.

When a conference recall occurs after. you have released, press loop button

11. associated with the flashing ATND light.

ATND light goes on. Audible ring stops. Display shows CONF .

Give information or assistance as necessary.

12.

To place a conference on hold:

Press

[HOLD]

ATND and conference CONT lights go off. PA and HOLD lights go on.

To reenter a conference on hold, press loop button associated

2. conference.

[CANCL] .

You have reestablished a connection to the

[RELEASE] . However, before releasing, make

with the held

ATND and conference CONT lights go on. PA and HOLD lights go off. If you are recalled by the conference that is on hold, the HOLD light flashes. You

hear timed-reminder tone. Press the loop button below the flashing HOLD light. Ringing tone stops. ATND and conference CONT lights go on. PA and HOLD lights

go off.

To handle an outgoing conference call placed in queue:

If queuing is available and all outgoing trunks are in use, the system places the conference

call in queue. You hear audio (music or recorded announcement).

To inform conferees that the trunks are busy, press [SPLIT] .

1. SPLIT light goes off. Audio stops. Connection is reestablished with conferees.

Give report.

To cancel the queued call, press

[CANCL] .

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CHAPTER 4. OPERATING FEATURES

To be reconnected to the conference, press [SPLIT] . SPLIT light goes on. To release from the conference, press

[RELEASE]. However, before releasing, make

sure one conferee is an extension number user and is local to the attendant. Otherwise outside parties will be disconnected.

If you are recalled by the conference, the ATND light flashes. You hear an audible ring. Press the loop button below the flashing ATND light.

ATND light goes on. Audible ring stops. Display shows

Give information or assistance as necessary.

To arrange a conference requested by an outside party:

Acknowledge the request for a conference, and verify that conference BUSY light is off. (BUSY light is on only when all conference circuits are busy.)

Press

[CONF] .

Associated CONT light goes on. Display light goes off. If CDRR is assigned and calls are to be charged to an account number, do Steps 4

3. and 5; if CDRR is not assigned, go to Step 6.

Press

[START]

Listen for dial tone.

SPLIT light goes on. Caller is separated from the connection.

CONF.

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Dial CDRR account

number access code and Account Charge Number. Listen for dial tone. If an outside party is the first added-on conferee, you do not have to activate CDRR

6. again. The added-on trunk will be automatically recorded. Do a, b, or c to connect a trunk:

Dial AAR/ARS access code.

Listen for dial tone.

Press direct trunk group select button. Listen for dial tone. ANS light goes on.

Press [START] , and dial Trunk Group access code.

Listen for dial tone. ANS light goes on. Other conferee is separated from the connection.

CHAPTER 4. OPERATING FEATURES

Dial the outside number. Listen for ringback tone until called party answers. If you used AAR/ARS to connect

a trunk, ANS light goes on. Announce the conference, and do a or b.

8. To add the conferee, press [CONF] .

ANS and SPLIT lights go off. If unable to add the conferee, press

Called party is released. conference. Advise the conferees.

To add

voice terminal users as requested, press the appropriate group select button

and the DXS button for the desired extension number.

To release from the conference, press

10. sure one conferee is an extension number user and is local to the attendant. Otherwise, outside parties will be disconnected.

11.

When a conference recall occurs after you have released, press loop button associated with the flashing ATND light.

ATND light goes on. Audible ring stops. Display shows Give information or assistance as necessary.

12.

To place a conference on hold:

Press

[HOLD]

ATND and conference CONT lights go off. PA and HOLD lights go on.

To reenter a conference on hold, press loop button associated

2. conference.

[CANCL] .

You have reestablished a connection to the

[RELEASE] .

However, before releasing, make

CONF.

with the held

ATND and conference CONT lights go on. PA and HOLD lights go off. If you are recalled by the conference that is on hold, the HOLD light flashes. You

3. hear timed-reminder tone. Press the loop button below the flashing HOLD light.

Ringing tone stops. ATND and conference CONT lights go on. PA and HOLD lights go off.

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CHAPTER 4. OPERATING FEATURES

To handle an outgoing conference call placed in queue:

If queuing is available and all outgoing trunks are in use, the system places the conference

call in queue. You hear audio (music or recorded announcement).

To inform conferees that the trunks are busy, press [SPLIT] .

SPLIT light goes off. Audio stops. Connection is reestablished with conferees.

Give report. To cancel the queued call, press

To be reconnected to the conference, press

[CANCL] .

[SPLIT] .

SPLIT light goes on.

Distributed Communication System (DCS)

Provides the ability to connect two or more switching systems together to operate as one large switching system. Each individual switching system is referred to as a node. The DCS environment consists of all the different nodes connected together.

Feature transparency is provided for a limited number of attendant, voice terminal, and Applications Processor (AP) features. Feature transparency means that the use of the feature is the same whether it is being activated within a node (system) or between nodes (systems).

The following attendant features are transparent in a DCS environment:

◆

Alphanumeric display for attendant position

◆

Attendant control of trunk group access

◆

Automatic circuit assurance (not totally transparent—ACA call from a remote switch initially displays the trunk access code of trunk connecting the two switches; then the TRK ID button is used to display failing trunk data)

◆

Busy verification of lines

◆

Call forwarding—follow me

◆

Call forwarding

◆

Trunk verification by attendant.

—busy and don’t answer

Operation of the features listed is described at the end of the specific feature operation under “Operating Procedures” in this section.

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CHAPTER 4. OPERATING FEATURES

Enhanced Uniform Call Distribution (EUCD)—Attendant

Attendant Release Loop (ARL) feature is disabled on attendant-extended calls to telephones/voice terminals with coverage path assigned where the coverage criteria applies to the call.

When EUCD is the coverage point and the attendant does not release a call within 4

seconds, the attendant will be connected to an idle agent position (with the proper connect message). The call will not queue to the split if all positions are busy. Attendant Call Waiting

will wait on the supervisor position (position 0). If attendant releases within 4 seconds, the

call will queue. An attendant may be

activate/deactivate Call

Facilities Restriction

Allow you to determine

designated as a

Forwarding on the

Levels (FRLs)

the

numbers. You can activate

To activate FRL:

Press

[AFRL]

AFRL light goes

To deactivate:

Press

AFRL light goes

[AFRL]

on.

off .

system supervisor. The system supervisor

console for any split (group) of EUCD agents.

trunk groups that can be used by callers from specific extension alternate FRLs to change the calling privileges of a user.

can

Intercept Treatment

Allows you to provide information and assistance to callers on all incoming calls that cannot

be completed as dialed from public or private networks. Calls that cannot be completed may be routed to your console. You hear an audible ring, and

the alphanumeric display identifies the type of intercept call (wrong number, recent

disconnect, restricted). The ATND light flashes, and the PA light goes off.

To answer

Press

[ANSWER]

Audible ring stops. ATND light goes on.

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CHAPTER 4. OPERATING FEATURES

Consult with the caller.

Attendant diversion to recording:

[RELEASE] .

Press Display and ATND lights go off.

PA light goes on.

This option, which is part of the Intercept Treatment feature, allows you to divert all calls

routed to your console to the recording specified for the 60-second special recording.

To activate diversion of all incoming calls:

Press an idle loop.

[START] .

Press

2. Listen for dial tone. Dial the feature access code.

3. Listen for tone: Confirmation tone—all incoming calls are diverted to the recording. Alphanumeric

display shows customer-designated letters assigned to indicate feature activation. Intercept tone—you cannot activate this feature.

If you place outgoing calls during diversion, the display is removed. Dial the feature

4. access code to restore the display.

To cancel diversion of all incoming calls:

Press an idle loop.

Press [START] . Listen for dial tone.

Dial the feature cancellation code.

Listen for confirmation tone. Display is removed. Your console may now receive calls.

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CHAPTER 4. OPERATING FEATURES

Loudspeaker Paging Access

Allows you access to loudspeaker paging equipment. You can page individuals by using an appropriate page zone button, if you have page zone buttons assigned on your console, or by dialing an access code. You can get an answer when you dial an access code. When you use an must dial a Paging Zone Number and an Answer-Back Channel Number. Channel Numbers that you should dial are listed as follows:

Answer-back not required—Channel number 0 Answer-back for priority paging—Channel number 1

You cannot get an answer-back when you use a page button.

access code, you The Answer-Back

Answer-back for paging

—Channels 2 through 9.

The system provides 18 paging ports. You can access an all-paging zone to page throughout the entire system.

You can access zones 1 through 6 by using a page button. Zones 7

through 18 can be accessed by dialing an access code.

To page using a page button:

Press, and hold appropriate page zone button.

Buttons are labeled ZONE plus the

number; for example, ZONE 1, ZONE 2, up through ZONE 6.

Page light for selected zone goes on. All-zone light (if provided) also goes on. If PAGE ALL (all-zone button) is pressed, all page lights go on.

Speak into handset to transmit announcement.

Release the page button. Page light(s) goes off. All-zone light (if provided) also goes off.

To page by dialing an access code and waiting for an answer

Press an idle loop button. ATND light goes on. PA light goes off.

Press

[START] .

Listen for dial tone.

Dial Loudspeaker Paging access code.

3. Listen for dial tone.

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CHAPTER 4. OPERATING FEATURES

Dial Paging Zone Number and appropriate Answer-Back Channel Number. Listen for tone: Confirmation tone—paging circuit is available. Answer-back channel is idle. RING

light goes on.

Busy tone—

answer-back channel is busy. Press

[CANCL] , and repeat the procedure

using a different Answer-Back Channel Number.

Speak into handset to transmit announcement. Announce the Answer-Back Channel Number. If answer-back is requested, go to Step 6. If answer-back is not required,

go to Step 10.

[HOLD] .

Press

6. HOLD and PA lights go on. ATND light goes off. Listen for ringback tone.

7. HOLD light flashes. Paged party answers. Press loop button below the flashing HOLD light.

ATND light goes on. PA, HOLD, and RING lights go off. You are connected to the

paged party.

Talk with the paged party.

9. Press

[RELEASE] .

10.

PA light goes on. ATND light goes off.

To connect a caller to a paged party:

Press [START] , and dial Loudspeaker Paging access code.

1. Listen for dial tone. Caller is separated from the connection. Dial Paging Zone Number and Paging Answer-Back Channel Number.

Listen for tone: Confirmation tone—paging circuit is available. Answer-back channel is idle. ANS light

goes on.

Busy tone—answer-back channel is busy. Press

a different Answer-Back Channel Number.

4-54

[CANCL] , and repeat procedure using

CHAPTER 4. OPERATING FEATURES

Speak into handset to transmit announcement and Answer-Back Channel Number.

4. Press

[RELEASE]

SPLIT, ANS, and ATND lights go off. PA light goes on. Caller hears ringback tone.

Paged party can dial Answer-Back Code and Answer-Back Channel Number from any telephone/voice terminal in the system. Caller and paged party hear confirmation tone and are connected.

Malicious Call Trace (MCT)

Allows your company to obtain information that may identify the calling party of a malicious

call. If the call is internal, the calling number is displayed. If the call is incoming on a trunk,

equipment location is shown. When you activate this feature on your console (available with System 85 R2V4 and

DEFINITY Generic 2), every attendant console in the system is alerted to receive the call. Trace information is stored, and a voice recorder is connected to the conversation. You (as the first attendant to respond to the alert) are the “controlling attendant.” You will receive trace information on the alphanumeric display of your console.

To activate Malicious Call Trace:

Be sure you are active on a malicious call.

Press

MCT

EMERG

PBSY light goes on.

Attendants are alerted to trace the call. Voice recorder is activated.

You have three options on how to handle the trace:

Option 1 (This is the recommended option.)

MCT

Have another attendant press to act as the “controlling attendant.”

CONT

Activating attendant has a talking connection with the malicious caller; the controlling attendant does not.

Continue to monitor the malicious call.

Option 2

When the caller disconnects, press

MCT

Press to act as both the activating and controlling attendant.

CONT

[RELEASE]

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CHAPTER 4. OPERATING FEATURES

2. While tracing the malicious calI, continue to monitor the call.

When the caller disconnects, press

After tracing the call, deactivate the Malicious Call Trace feature.

Option 3

Press [RELEASE] , [PBSY] to return to normal attendant activity.

1. Caller is disconnected.

PBSY light goes off.

To trace a malicious call:

Press

MCT

CONT

Audible signal stops.

MCT CONT light continues to flash. PBSY light goes on.

First ICI message is displayed. No talking connection is made with the caller unless you are the attendant who

activated the feature.

[RELEASE] .

Record ICI display.

MCT

To receive each subsequent display, press

CONT

This process is finished when ICI display shows

If the call is an incoming trunk call, dial the central office or the distant private

4. network node to continue the trace at that location.

If you are the activating attendant, put the MCT loop on hold. Press an idle loop.

When the trace is finished, and the information is recorded, dial the code to

deactivate the MCT feature.

Deactivating the MCT feature disconnects the voice recorder and all talking parties.

To deactivate a Malicious Call Trace (controlling attendant):

Press an idle loop button.

ATND light goes on.

. Record the displayed information.

END .

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CHAPTER 4. OPERATING FEATURES

Press

[START]

Listen for dial tone.

Dial the MCT deactivate access code. MCT CONT goes off. Voice recorder is deactivated.

PBSY light goes off.

deactivate a Malicious Call Trace (activating and controlling attendant):

Put the MCT loop on hold.

Press an idle loop.

When the trace is finished and the information is recorded, dial the code to deactivate

the MCT feature.

Music-On-Hold Access

Provides music to a held party. The System Manager should to only the music source is provided with the system.

When Attendant Call Waiting and Music-On-Hold Access are attendant to a busy single-line telephone/voice terminal is connected to music until the called party answers or the attendant reconnects to the waiting call after the timed-reminder interval expires.

Refer to “Placing a Caller in Call Waiting” under

“Incoming Calls” for the actual procedure.

select the music source. Access

provided, a call extended by the

Radio Paging Access

Allows you to page individuals carrying pocket radio receivers by dialing codes to access

paging equipment and then paging individuals by voice or tone.

To access radio paging:

Press an idle loop button.

ATND light goes on. PA light goes off.

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CHAPTER 4. OPERATING FEATURES

If you use direct trunk group selection to select radio paging trunks, do Step 3. If you

2. do not use direct trunk group selection, go to Step 4.

Press direct trunk group select button.

Listen for dial Press

Listen for dial Dial individual

[START]

tone. ANS light goes on.

and dial Radio Paging access code. tone. ANS light goes on. Page Number.

Listen for ringback tone until paging signal has been transmitted. If voice paging is available, go to Step 6; if tone paging only is available, go to Step 10.

Announce paging message.

If a caller is waiting to talk to the paged party, go to

Step 9. If a caller is not waiting, do Steps 7 and 8.

If an answer is expected, stay on the line until the called party is connected.

7. At the end of conversation, press

[RELEASE] .

ANS and ATND lights go off. PA light goes on.

[HOLD] .

Press

9. HOLD and PA lights go on. Display and ATND lights go off. Caller is connected to

the paged party.

10.

Press

[RELEASE] .

Display and ATND lights go off.

PA light goes on.

Remote Access

Allows users on a public network to access the services of your system by dialing a single security code (barrier code) or an individual authorization code. You may have to change the barrier code (same code for all remote access users) from time to time for security reasons.

To change the barrier code:

Press an idle loop button.

PA light goes off. ATND light goes on.

4-58

Press

[START]

. Listen for dial tone. Dial the Remote Access Change barrier code.

3. Listen for dial tone.

Dial new barrier code. Listen for tone: Confirmation tone—barrier code is changed.

CHAPTER 4. OPERATING FEATURES

Intercept tone—invalid code dialed. Press

Press

[RELEASE]

[RELEASE] , and repeat the procedure.

ATND light goes off. PA light goes on.

Restrictions—Attendant Control of Voice Terminals

You can assign any one of the following six kinds of restrictions to selected extension

numbers or groups of extension numbers:

Outward: Denies direct-dialed calls to the public and private networks. Calls to the

attendant, calls to other telephones/voice terminals, and incoming calls are not affected. Restricted calls will be routed to intercept tone.

Terminal-to-terminal: Denies incoming calls from other telephones/voice terminals. Origination of calls is not affected. Restricted calls are routed to intercept tone.

Outward and terminal-to-terminal: Combines both of these restrictions. Total: Denies all service to an extension number. An attempted call origination or a call from

another telephone/voice terminal will be routed to intercept tone. An incoming direct-dialed call will be routed to the attendant or to a recorded announcement, depending on your system.

Termination: Denies all received (incoming) calls to provide a form of “do-not-disturb” service. Incoming direct-dialed calls will be routed to the attendant or to a recorded announcement, depending on your system. Other restricted calls will be routed to intercept

tone. Outward and termination: Combines both of these restrictions.

You can restrict an extension number by dialing the Controlled Restriction access code for

one extension number and by dialing a code number for the specific restriction to be assigned.

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CHAPTER 4. OPERATING FEATURES

You can restrict a group of extension numbers by dialing the Controlled Restriction access code for the group and a code number for the specific restriction to be assigned. You can cancel restrictions by dialing 0 (zero).

You can control restrictions on telephones/voice terminals on a per-position basis when Enhanced Uniform Call Distribution (EUCD) is provided in your system.

The Controlled Restriction access codes to be dialed for each of the six types of restrictions are:

Outward restriction = 1 Terminal-to-terminal restriction = 2 Outward and terminal-to-terminal restriction = 3 Total restriction = 4 Termination restriction = 5 Outward and termination restrictions = 6.

To activate a restriction for an individual extension number

Press an idle loop button.

1. ATND light goes on. PA light goes off.

Press

[START]

. Listen for dial tone. Dial the Restriction—Attendant Control of Single Voice Terminal access code

3. followed by the appropriate Restriction Code Number. Activate only one restriction at one time.

Listen for dial tone.

Press the appropriate hundreds group select button. Group select light goes on. Press the DXS button for the extension number to which the restriction is to be

5. applied.

Listen for tone:

4-60

Confirmation tone—restriction is assigned.

lntercept tone—terminal alreadv restricted or invalid code dialed. If an invalid code

was dialed, press

Press

[RELEASE]

[RELEASE] , and ‘repeat the procedure.

ATND light goes off. PA light goes on.

To cancel a restriction for an individual extension number

Press an idle loop button. ATND light goes on. PA light goes off.

Press

[START]

Listen for dial tone.

CHAPTER 4. OPERATING FEATURES

Dial the Restriction—Attendant

Control of Single-Voice

dial 0 (zero).

Listen for dial tone.

Press the appropriate hundreds

Press the DXS button for the extension number for which the restriction is to be

group select button.

canceled.

Listen for tone: Confirmation tone—restriction is canceled.

Intercept tone

Press

[RELEASE]

—invalid code dialed. Press

[RELEASE] , and repeat the procedure.

ATND light goes off. PA light goes on.

To activate a restriction for a group of extension numbers:

Press an idle loop button. ATND light goes on. PA light goes off.

Terminal access code, and

Press

[START]

Listen for dial tone.

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CHAPTER 4. OPERATING FEATURES

Dial the Restriction—Attendant Control of a

3. followed by the appropriate Restriction Code a time for a group.

Listen for dial tone. Dial the group number to which the restriction is to be applied.

Listen for tone: Confirmation tone—restriction assigned to the group.

Intercept tone—group already restricted or invalid code dialed. If an invalid code

was dialed, press

[RELEASE].

Press

[RELEASE] , and repeat the procedure.

ATND light goes off. PA light goes on.

To cancel a restriction for a group of extension numbers:

Press an idle loop button.

ATND light goes on. PA light goes off.

[START] .

Press

Group of Voice Terminals access code

Number. Activate only one restriction at

Listen for dial tone. Dial the Restriction—Attendant Control of a Group

and dial 0 (zero). Listen for dial tone. Dial the group number for which the restriction is to

Listen for tone: Confirmation tone—restriction canceled for the

restriction within the group if necessary. Intercept tone—

Press

[RELEASE]

ATND light goes off. PA light goes on.

invalid code dialed. Press

[RELEASE] ,

of Voice Terminals access code,

be canceled.

group. Cancel an individual

and repeat the procedure.

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CHAPTER 4. OPERATING FEATURES

Serial Calls

Allows you to extend a call to several extension numbers in succession without the outside

caller having to redial your number between each call. Each called party recalls you before

hanging up at the end of the call. This recall eliminates the 30-second waiting time between

calls.

To place the first in a series of calls requested by an outside caller:

Press group select button for the appropriate hundreds group. Group select light goes on.

Check the BLF to see if the desired extension number is idle (associated light is off). If the associated light in the BLF is on and the extension number is assigned to a multi-appearance telephone/voice terminal, go to Step 3.

If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be

3. charged to an account number, do Steps 4 and 5; if CDRR is not assigned, go to Step 6.

Press

[START] .

Listen for dial tone. SPLIT light goes on. Caller is separated from the connection.

Dial CDRR account number access code and Account Charge Number.

Listen for dial tone.

Press DXS button for the desired extension. Listen for ringback tone. Associated BLF and RING lights go on.

Announce the call. ANS light goes on. RING light goes off. To eliminate the 30-second waiting period between calls, ask the called party before

8. hanging up to recall you at the end of the call.

Press

[HOLD]

Display, ATND, and SPLIT lights go off. HOLD and PA lights go on.

When HOLD light flashes, the telephone/voice terminal user (called party) has

10. recalled you and has hung up. The outside caller is waiting for you to connect the call to the next extension number.

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CHAPTER 4. OPERATING FEATURES

11.

Press the loop button below the flashing HOLD light. Display and ATND lights go on. HOLD and PA lights go off. Outside caller is

connected.

12.

Connect outside caller to next extension number.

13.

When last serial call has been placed, press [RELEASE] .

ATND light goes off. PA light goes on.

Tenant Services

Allows a large Generic 2 Communications System to appear to users as many small independent systems. Such a large system, known as a partioned system, can be shared among a wide assortment of user groups referred to as “tenants.” A partitioned Generic 2

Communications System can contain as many as 40 attendant consoles numbered 0 through 40 (41 attendant partitions). An attendant in a partition is allowed to place or extend calls (using an extension number) to any telephone/voice terminal assigned to the attendant’s

partition. An attendant is not allowed to place or extend calls to voice terminals in other

partitions. Only the attendant in attendant partition 0 (zero) or the System Manager can place calls to any extension on the switch.

Timed Recall on Outgoing Calls

Alerts you whenever outgoing calls exceed the preestablished time interval allowed in your

system for calls on certain trunk groups. Such calls are routed to your console. You hear an

audible ring. The ATND light flashes. PA light goes off. Alphanumeric display shows or some other identification designated by your System Manager. This feature is deactivated during a malicious call trace.

To respond to a timed recall:

Press

[ANSWER]

Audible ring stops. Display goes dark. ATND and ANS lights go on. You are

connected with the call in progress in a 3-way conference. If the call is to be continued with timing, press

[RELEASE] .

ANS and ATND lights go off. PA light goes on. Call continues for another timing

interval.

If the call is to be continued without timing, press

[HOLD] .

Call continues without timing. You are dropped from the connection.

TIME

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CHAPTER 4. OPERATING FEATURES

If the call is to be terminated, press

ANS and ATND lights go off.

[CANCL] , [RELEASE] .

PA light goes on.

Trunk Identification by Attendant

Allows you to identify a specific trunk that is connected by you (the attendant) “on any incoming or outgoing call. Generally, you can use this feature in conjunction with the Automatic Circuit Assurance (ACA) feature so that you can identify faulty trunks when you receive referral calls.

To determine the identity of the trunk:

TRK

Press

1. Display shows Trunk Group Dial access code.

Press

2. Display shows Trunk Index Number.

Press

Display resets to initial identification.

Press

[RELEASE]

Display and ATND lights go off. PA light goes on.

Trunk Verification by Attendant

Allows you to access individual trunks in a trunk group to verify status. You can determine if a trunk signals busy because of a trunk fault or if the trunk has poor transmission.

To activate the feature:

Press an idle loop button.

1. ATND light goes on.

[VERFY] .

Press

VERFY light goes on.

Press [START] . Listen for dial tone.

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CHAPTER 4. OPERATING FEATURES

Dial desired Trunk Group access code or Attendant Identification Code.

Dial the trunk dial access code (1-, 2-, 3-, or 4-digit) number. Listen for tone: Warning tone

—starts before connection to a busy number to ensure user privacy.

Trunk is busy if you hear conversation after the tone. Trunk may be out of order or

holding a call if you do not hear conversation after the tone.

Reorder tone— BUSY light goes on. Feature is temporarily denied because the trunk is being held or is in some other transient state.

Intercept tone—

Press

[RELEASE]

feature is permanently denied.

ATND and VERFY lights go off. PA light goes on.

Trunk Verification by Attendant in a Distributed Communication System (DCS)

Environment

Allows you to access individual trunks in a trunk group at a local or distant system to verify their status. Verification of trunks in a local system is the same as previously described. This

feature can be used by an attendant to assist in tracing malicious calls from distant switches. The attendant can enter the call at the distant end using this feature and can activate Malicious Call Trace.

To verify operation of a trunk at a distant system:

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Press an idle loop button. ATND light goes on.

Press

[VERFY]

VERFY light goes on.

[START] , and dial the access code for the tie trunk to the distant system.

Press

Listen for dial tone.

Press a direct trunk group select button if one is assigned.

Listen for dial tone.

CHAPTER 4. OPERATING FEATURES

Press [VERFY] .

Listen for recall dial tone (three short bursts of tone, then dial tone).

Dial the trunk group access code for the trunk to be verified.

5. Dial the trunk number.

6. VERFY light may or may not go off. ANS light goes on if the trunk you are connected

to is other than a tie trunk. RING light goes on if you are connected to a tie trunk.

Listen for tone: Warning tone—

starts before connection to a busy number to ensure user privacy.

Trunk is busy if you hear conversation after the tone. Trunk may be out of order or

holding a call if you do not hear conversation after the tone. Reorder tone— BUSY light goes on. Feature is temporarily denied because the trunk

is being held or is in some other transient state. Intercept tone—

[RELEASE] .

Press

ATND and VERFY lights go off.

feature is permanently denied.

PA light goes on.

Unattended Console Service

Allows you to route incoming calls to an alternate console whenever your console is unattended. Also allows you to route incoming trunk calls, intended for your console, to several designated extension numbers, or to one specific extension number.

To activate or cancel routing of calls to an alternate console:

Push the external alternate console switch. All calls are routed to the alternate console, or calls are no longer routed to the

alternate console.

To set up trunk-to-telephone/voice terminal assignments:

You can route calls on an incoming trunk to a designated extension number when you set up trunk-to-telephone/voice terminal assignments.

Press an idle loop button.

ATND light goes on.

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CHAPTER 4. OPERATING FEATURES

Press

[START]

Listen for dial tone.

Dial Trunk-to-Voice Terminal Assignment access code.

Listen for dial tone.

Press DXS button for terminal to be assigned.

Listen for dial tone. Only one telephone/voice terminal can be assigned per trunk. Dial Trunk Group access code.

5. Listen for dial tone. Dial the 2-digit trunk number to be assigned to the terminal.

6. Listen for confirmation tone. More than one trunk can be assigned to a terminal.

Press

[RELEASE]

ATND light goes off.

To cancel trunk-to-telephone/voice terminal assignments:

Press an idle loop button.

ATND

Press [START] .

light goes on.

Listen for dial tone.

Dial Trunk-to-Telephone/Voice

Listen for confirmation tone.

Terminal Assignment Clear code.

Calls are no longer routed to

terminal.

Press

[RELEASE] .

4. ATND light goes off.

the telephone/voice

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CHAPTER 4. OPERATING FEATURES

To activate routing of calls to a common service terminal:

You can route all calls, intended for your console, to a specific extension number when you

activate the common service terminal.

Press an idle loop button.

1. ATND light goes on.

Press

[START]

Listen for dial tone.

Dial the Common Service Terminal access code.

Listen for dial tone.

Press DXS button for the telephone/voice terminal to receive routed calls.

Listen

Press

ATND

To cancel routing of calls to a common service terminal:

Press an idle loop button.

for confirmation tone. Calls are now routed to the common service terminal.

[RELEASE]

light goes off.

ATND light goes on.

Press

[START]

Listen for dial tone. Dial Common Service Terminal Clear code.

3. Listen for confirmation tone. Calls are no longer routed to the common service

terminal.

Press

[RELEASE]

ATND light goes off.

To override routing of calls to a common service terminal:

You can route “after hours” calls to a night security desk (default service terminal) when you override routing of calls to a common service terminal. However, only your System Manager

can assign the default service terminal.

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CHAPTER 4. OPERATING FEATURES

Press an idle loop button.

1. ATND light goes on. PA light goes off.

Press

[START] .

Listen for dial tone.

Dial the Common Service Terminal Override access code.

Listen for confirmation tone. Calls are now routed to the night security desk.

Press

[RELEASE]

ATND light goes off. PA light goes on if no calls are waiting.

To activate Unattended Console Service after terminal assignments have been set up or after common or default service telephone/voice terminals have been assigned:

Press [UNA] .

1. UNA light flashes.

Calls are routed to common or default service telephone/voice

terminals.

To cancel Unattended Console Service:

Press [UNA] .

UNA light goes off. If no calls are waiting, PA light goes on. Calls are no longer routed to common or default service telephone/voice terminals.

Unattended Console Service in a Tenant Services Environment

Tenant services allows unattended console service to be divided by attendant partitions. These partitions, and not the individual consoles themselves, are marked as being in unattended console mode. When a call comes into a particular attendant partition, that is in

unattended console mode, that call is routed to the night extension for that partition.

If trunk-to-voice terminal assignments are set up, the incoming call is routed to the assigned telephone/voice terminal without regard to the trunk’s attendant partition (trunk-to-terminal assignments are not affected by partitioning).

If no direct trunk-to-terminal assignment is set up, the call routes to the common night terminal for the incoming call’s particular attendant partition (set up by the attendant).

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CHAPTER 4. OPERATING FEATURES

If the partition has no common night terminal, the call routes to the default night terminal for that partition (set up by System Manager). If no telephone/voice terminal is found or the voice terminal is busy with a call waiting, the call activates a common signal (gong, bell, or chime) and can be answered by any user who dials the Call Answer from Any Voice Terminal (CAAVT) access code. If none of the possibilities described are assigned, the call is placed in the attendant queue.

With Tenant Services, a specific attendant console controls the Unattended Console feature for each attendant partition except Attendant Partition 0 (zero). The controlling attendant is

assigned by the System Manager. A partition can only have one “controlling” attendant.

Any console in Attendant Partition 0 can control the Unattended Console Service feature.

To activate Unattended Console Service for every partition, an attendant in partition 0 (zero) does

the following:

Presses an idle loop button. PA light goes off.

Presses

[START]

Listens for dial tone.

Dials the Unattended Console Service activate code.

3. Listens for a second dial tone. Dials the fictitious partition number “99.”

4. Listens for confirmation tone. UNA light goes on at all consoles. Presses

To deactivate Unattended Console Service in every partition, an attendant in partition 0 does the

following:

Presses an idle loop button.

Presses

[RELEASE] .

[START]

Listens for dial tone.

3. Dials the Unattended Console Service deactivate code. Listens for a second dial tone.

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CHAPTER 4. OPERATING FEATURES

Dials the fictitious partition number ’’99.”

4. Listens for confirmation tone.

UNA light goes off on all consoles.

Presses

[RELEASE]

PA light goes on.

To activate Unattended Console Service for a partition, the partition’s controlling attendant does the

following:

Presses an idle loop button.

1. PA light goes off.

Presses

[START]

Listens for dial tone.

Dials the Unattended Console Service activate code.

3. Listens for a second dial tone. Dials the appropriate 2-digit partition number.

4. Listens for confirmation tone.

Presses

[RELEASE]

PA light goes on if the attendant is associated with another attendant position.

To deactivate Unattended Console Service for a partition, that partition’s controlling attendant does the following:

Presses an idle loop.

1. PA light goes off.

Presses

[START]

. Listens for dial tone. Dials the Unattended Console Service deactivate code.

3. Listens for a second dial tone. Dials the appropriate 2-digit partition number.

Listens for confirmation tone.

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Presses

PA light goes on.

[RELEASE]

CHAPTER 4. OPERATING FEATURES

Note:

Any attendant in partition 0 can activate or deactivate Unattended

Console Service for any attendant partition in the system.

To activate Unattended Console Service for a partition using the UNA button, the partition’s controlling attendant (who is a member of only one attendant partition) does the following:

Presses [UNA] .

UNA light goes on. PA light goes off.

Note:

To deactivate Unattended Console Service for a partition using the UNA button, the partition’s controlling attendant (who is a member of only one attendant partition) does the following:

Presses

An attendant in partition 0 can do this operation for partition 0.

[UNA]

UNA light goes off. PA light goes on.

Note:

An attendant in partition 0 can do this operation for partition 0.

Operation of the UNA button is limited for consoles in a partitioned system. If the console involved is allowed to activate Unattended Console Service for more than one attendant partition, pressing the UNA button is ignored. In this case, an access code must be dialed for activation and deactivation of Unattended Console Service.

Centralized Attendant Service (CAS)

Allows system users, served by separate systems, at two or more locations to concentrate attendant positions at one location. Incoming trunk calls to unattended (branch) locations are routed to the centralized (main) attendant over Release Link Trunks (RLTs).

CAS Operation at the Main Location

You hear an audible ring. ATND light flashes.

the branch location of the call.

PA light goes off. Alphanumeric display shows

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CHAPTER 4. OPERATING FEATURES

To answer a CAS call:

Press

[ANSWER]

Audible ring stops. ATND light goes on. Listen for three bursts of tone identifying a public network call. Associated RLT status light on SSI goes on. Display shows the branch location calling.

To extend the CAS call to the originating branch location:

Press

[START]

Listen for dial tone from the originating branch system. Caller is separated from the connection.

Dial the requested extension number. Listen for an immediate burst of tone followed by normal ringing at any point in the

cycle. Press [RLT] .

3. Ringing stops. Caller is reconnected to the system at the originating branch location

and hears ringback tone. Associated RLT status light on SSI goes off. RLT returns to idle. ATND light goes off. If no calls are waiting, PA light goes on.

To extend the CAS call to another branch location:

Press

[START]

Listen for dial tone from the originating branch system. Caller is separated from the connection.

Dial the trunk access code for the branch location being called.

Listen for dial tone from other branch location.

Dial the extension number of the other

Listen for an immediate burst of tone

cycle.

[RLT] .

Press

4. Ringing stops. Caller is reconnected to the system at the originating

and hears ringback tone from the other branch location over that trunk. Associated RLT status light on SSI goes off. RLT returns to goes off. If no calls are waiting, PA light goes on.

branch location. followed by normal ringing at

any point in the

branch location

idle. ATND light

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To answer a recall:

When the ATND light flashes and you hear an audible ring, press [ANSWER] .

Audible ring stops. ATND light goes on. PA light goes off.

CHAPTER 4. OPERATING FEATURES

If the caller wishes to be connected to another extension number, press

[CANCL] , and report to the caller.

Press

the extension number.

Press

[RELEASE] .

Display and ATND lights go off. PA light goes on.

If the caller does not wish to wait, press

[RELEASE] .

Display and ATND lights go off. PA light goes on.

To answer a terminal-to-attendant call from a branch location:

When the ATND light flashes and you hear audible ring, press [ANSWER] .

Audible ring stops. ATND light goes on.

PA light goes off. Display shows branch

location. Two bursts of tone identify the call as a terminal-to-attendant call.

System Status Indicators at the Main Location

At the main location, System Status Indicators (SSIs) (Figure 4-1) of up to 110 Release Link Trunks (RLTs). The table in Figure 4-1 and the system status associated with each light.

[START]

Dial

show the busy/idle status

shows the light conditions

To test SSI light

Press

ATND

Press Listen

Dial Light Test code. Listen for confirmation

operation.

an idle loop button.

light goes on. PA light goes off.

[START]

for dial tone.

tone. All lights on the SSI should go on to indicate proper

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CHAPTER 4. OPERATING FEATURES

LIGHT

RLT ( )

Figure 4-1.

LIGHT CONDITION

Off On

Idle RTL

Busy RL or associated backup

SYSTEM STATUS

telephone/voice terminal handling CAS call

Winking Maintenance busy

System Status Indicators Used at a Main Location

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CHAPTER 4. OPERATING FEATURES

To cancel SSl Light Test

Press

[START]

Listen for dial tone.

Dial Light Test Cancel code.

Listen for confirmation tone. All lights on the SSI return to the normal state.

Press [RELEASE] .

ATND light goes off. PA light goes on.

CAS Operation at Branch Locations

Backup facilities:

Two backup facilities are available to answer calls at branch locations.

For users at the branch, an attendant console, that provides

that the main CAS attendants cannot provide. Non-CAS calls

only special services

from telephone/voice

terminal users are the only calls routed to the special services console. The special

services console is provided, optionally, in addition to backup terminals normally provided at branch locations.

A branch telephone/voice terminal user can call the

special services console attendant by dialing a 1-, 2-, or 3-digit code. A backup telephone/voice terminal (Figure 4-2) that is used to answer calls in the

backup mode when the Release Link Trunks (RLT) between the main and branch locations are out of service. These telephone/voice terminals are equipped with an auxiliary handset or headset and a turnkey.

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CHAPTER 4. OPERATING FEATURES

HANDSET

Figure 4-2.

TURNKEY

Backup Telephone/Voice Terminal With Handset/Headset

Modes of Operation

There are three modes of operation to answer calls at branch locations:

CAS mode (normal mode)

Call Answer From Any Voice Terminal (CAAVT) mode

Backup mode.

You can change the mode of operation from the backup

telephone/voice

the required code.

To change mode of operation:

Turn the turnkey fully counterclockwise.

terminal by dialing

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AT&T System 85 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

General

Use of This Guide

Organization of This Guide

2. DESCRIPTION

Terms You Need To Know

Tones

Attendant Console

Attendant Console Functional Areas

FACTORY-PROVIDED SPECIAL FEATURES

Incoming Calls

Outgoing Calls

Attendant-Originated Calls

Operation of Features

Centralized Attendant Service (CAS)

System Status Indicators at the Main Location